Hello, Blue Coat Ambassadors; goodbye, greeters

Augusta University has several white coat ceremonies each year as medical students, residents, nurses and others receive the first official attire of their professions. This year, for the first time ever, AU Health had a brief “blue coat ceremony” during the Health System Management Team meeting Dec. 20. More than a dozen employees were presented with blue coats to kick off the new Blue Coat Ambassadors program.

“As an international pioneer in Patient- and Family-Centered Care, AU Health has a mission to provide safe, quality, health care in a patient-centric environment. This means not only seeking ways to make each patient’s hospital stay or office visit a pleasant, convenient experience, but also demonstrating this same compassionate care to each guest who comes through our doors,” said Lee Ann Liska, AU Medical Center CEO. “But it can be overwhelming when guests have trouble finding their way.”

This is why the former “greeter” system is being replaced by an inaugural team of Blue Coat Ambassadors. Blue Coat Ambassadors embody knowledge, courtesy, warmth, trust, and empathy. These team members are more than just a warm smile and a friendly face in a lobby or at a kiosk – although these qualities are a must.

Each ambassador is uniquely trained in wayfinding to lend a hand and to walk with patients and guests as they navigate the sometimes confusing and intimidating environment of care. Blue Coat Ambassadors are here to demonstrate to patients, families, and guests that they are the highest priority.

“AU Health strives to put patients and famlies first, and with the help of our new Blue Coat Ambassadors, we are better prepared to do so,” Liska said. “Exceptional care begins with them.”