Coordinator helps visitors

Jennifer Stanley

On any given day, Denise Murphy might direct hospital visitors to the nearest restaurant or help them find a place to stay, sit with a mother whose child is sick or set up a meeting between a doctor and family.

When patient satisfaction surveys revealed that patients’ visitors were feeling lost, confused and frustrated, North Colorado Medical Center hired Murphy help.

“If a patient here is concerned … about the impact of their situation on their family and friends, it creates a degree of stress,” said Gene Haffner, hospital spokesman.

“Through guest relations, we can assist the family, yet ultimately

relieve the patient from some concern and stress so they can focus on themselves.”

And if family members aren’t worried about where to wait, spend the night or eat, they are more available to support the patient, Murphy said.

NCMC calls her a guest relations coordinator. You could call her a concierge. In addition to working with visitors directly, Murphy coordinates a team of 12 volunteers who are trained in guest relations.

Murphy’s team is spread out through critical care, surgery and the emergency room.

Sometimes their job is simple: A large family is waiting to hear how granddad is after surgery. They need a large space so they can wait stay together. Sometimes it’s harder: A family must decide whether to continue a loved one’s life support and needs a sympathetic ear.

Murphy earned her degree in social work in 1989 and spent most of her career working with people who have brain injuries, who need home care or who live in assisted-living. She started her new job in April and also teaches dance at the Greeley Recreation Center.

Providing pillows and Kleenex might not seem like a big deal, but it helps people who are in stressful and emotional situations, Murphy said.

“So much of it is just having someone being able to visit,” she said. “Just having someone to ask if you’re OK.”