Enhancing Texas Healthcare System’s Safety and Experience
Towne Health’s entrance operations achieve significant improvements in campus safety without compromising patient experience
The Challenge
A large not-for-profit, multi-hospital healthcare system in Texas sought to address rising concerns about campus safety without compromising the patient’s experience. According to the U.S. Bureau of Labor Statistics, healthcare workers are five times more likely to experience workplace violence than employees in other industries, so the system was challenged with:
1. Controlling Visitor Access: Ensuring only authorized individuals enter while preventing access by those with a history of disruptive behavior—all without slowing down or alienating legitimate visitors.
2. Balancing Security and Hospitality: Training frontline staff to deliver both strong entrance oversight with warm, helpful service to create a safe yet welcoming environment for patients and guests.
3. Preventing Weapons on Campus: Monitoring for and intercepting weapons across multiple entrances without creating bottlenecks or compromising the dignity of visitors.
The Solution
Towne Health designed and implemented a comprehensive Visitor Management Solution (VMS) across five large hospitals with a team of 250 associates dedicated to delivering a high-touch experience for everyone entering the many buildings with visitor check-ins, wayfinding support, and safety screenings.
Visitor Verification Process. Towne Health team verifies all visitors before entering hospital to support safety and security.
Trained Visitor Management Concierge Team in security and hospitality protocols. Every guest is greeted warmly and assisted with wayfinding to create a safe, welcoming first impression.
Monitoring System deployed at all public entrances in conjunction with the security team on site.
The Results
The primary goal of the Visitor Management Program was to ensure a welcoming healthcare campus environment and enhance safety. With the support of Towne Health’s technology-enabled solutions and hospitality-trained teams, the organization is setting a new standard for safety and service excellence in healthcare access management with proven results.
Patient Satisfaction Increased: 85% of patients and visitors rated Towne Health staff 9+ for courtesy and friendliness.
Public Safety Responses: decreased 34%
Disturbance-Related Incidents: deceased 45%
Violent Incidents: decreased 44%
Theft-Related Reports: decreased 57%