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Hotel service isn't just lip service at NJ hospital

December 29, 2008
by kate
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Last Tuesday, my sister gave birth to a healthy baby boy at CentraState Medical Center. I was already somewhat familiar with the Freehold, N.J.-based facility, as I had the opportunity to visit it back in September for an HCI virtual tour (to view the tour, click here).

I remembered that CentraState was involved in several major IT projects, including replacing its core clinical system and developing a bed management system using in-house tools and talent. And I remembered being impressed with the many amenities offered at the new ambulatory campus. But what really stuck in my head was the “hotel service philosophy” that Vice President and CIO Neal Ganguly described to me during the tour. The philosophy is built around a fairly simple concept; ensuring that patients and their families have the most pleasant stay possible, whether it’s through shortened wait times, nicer accommodations, or visiting hours that accommodate work schedules.

The concept may be simple, but for those staying there (and their families), I can attest that it makes a huge difference. At the First Impressions Maternity Center, my sister had a private room (and bathroom) that included a comfortable couch for visitors, and a flat screen TV where she watched Christmas movies while the little guy rested. The food, she told me, was surprisingly good; in fact, she even asked for seconds on the dessert. And because the unit allows visitors until 8 p.m., people like my husband and I are able to stop by to say hello.

I know I may sound like a commercial for CentraState (I’m often accused of being a New Jersey spokesperson), but I was truly impressed, as were my sister and my parents. If I needed to go to a hospital or recommend one to someone else, I know which name would pop into my head. And that tells me that CentraState is doing something right.

(Congrats to Meg, Jeff, big sister Maura and baby Connor!)


Here you go!

speaking of centrastate, CIO Neal Ganguly has just joined our blogging family. To see his first post, click on "An Important, Sometimes Forgotten, Perspective
12/30/2008" in the left nav bar or view his personal blog page at

Congratulations to you, your sister and brother-in-law, and your entire extended family! And, congrats also to CentraState for creating such an excellent environment for patients and families. Sometimes we in healthcare forget that in many hospitals, the single most frequently performed routine, non-emergency "procedure" is infant delivery without complications. For a hospital to get it all rightnot just clinically, but also with regard to making moms, moms-to-be, their families, and the new little arrivals, all feel welcome and good, is an ongoing accomplishment that should not be minimized. In fact, it is out of the labor and delivery area that many other service areas have gotten ideas for improving patient amenities and care environments in hospital organizations. Again, congrats to all!

kate this post is screaming out for a photo!