Stationed in new Ruby Memorial lobby, opening Monday

Attention reporters and editors: If you would like to do a story on the Navigators and/or the new Ruby Memorial lobby, please contact the WVU Medicine Marketing and Communications Office at 304-293-7087.

MORGANTOWN, W.Va. – Getting from the front door of WVU Medicine’s Ruby Memorial Hospital to one of its many departments or units can be a daunting task. But, a new program will help take the guess work out of navigating the campus for patients and visitors.

Starting today (July 1) a new team, aptly called the Navigators, will be stationed in the new Ruby lobby at the main entrance of the building. The new lobby officially opens on Monday (July 6).

The Navigators will not only verbally help patients and visitors with way finding, but they will also escort them wherever they need to go.

“We want our patients to see a friendly and welcoming face as soon as they walk into our medical center,” WVUH President and CEO Albert Wright said. “Those entering won’t have to ask for help. The Navigators will offer that personal touch, decreasing patients’ and visitors’ fear, anxiety, and confusion as they are guided to their destination.”

Dressed in khaki pants, blue blazers, and gold ties, the Navigators will be available from 5 a.m. to 9:30 p.m. every day.

The idea for the Navigators came from the Institute for Patient Experience, led by Chief Experience Officer Todd Crocco, M.D., and its Culture Council. The Navigators program is an extension of the Security Department’s Concierge service, which has been in place for many years. Navigators have added responsibilities and will provide extra support.

“We realize that patients and visitors sometimes find it challenging to find their way around our campus,” Dr. Crocco said. “With the new lobby and tower, the need to have a team dedicated to way finding only grew. We want the overall experience to match the high quality healthcare patients receive when they visit our facilities.”

With the opening of the new lobby, the temporary main entrance on the west side of the building will close and all patients, visitors, and staff will enter under the new canopy through the centrally located double doors into the new atrium.

Once inside, the patients and visitors will be assisted to their destinations by the concierge staff and the Navigators, conveniently located at a new information desk near the atrium’s front entrance.

The Friends Gift Shop will move into space that’s close to its original location in the east lobby. The new, expanded gift shop is expected to be operational by mid-July. The new lobby will also restore access to the main entrance of WVU Medicine Human Resources.

This summer, construction will begin on a Starbucks, which is slated to open in October.

During construction of the Starbucks, the coffee bar, which was temporarily located in the west lobby, has moved to Ruby on the Run on the fourth floor near the cafeteria.

For more information: Amy Johns, Director of Public Affairs and Creative Services, 304-293-7087
ah/ds: 06-29-15