At Towne Park, we are an experience company focused on arrival through departure which encompasses every touchpoint of the customer journey. From the moment someone arrives to the moment they leave, we are a thread of hospitality and support that makes every experience feel intentional, personal and whole. A great example of this is our Towne Health team at OSU Wexner Medical Center who now supports patient and visitor movement beyond curbside arrival – in a new program the hospital refers to as ‘Car to Care’.
When winter hit Columbus, Ohio with ice and bitter lows earlier this year, the OSU Wexner Medical Center Car to Care team showed what exceptional service looks like. Introduced in early January and supported by our Towne Health team, Car to Care is OSU’s non-clinical mobility support service that helps patients and visitors navigate the arrival through departure process. Our team members, whom the hospital calls “Ambassadors,” are trained to provide warm welcomes and safe, efficient help, ensuring people get where they need to go with dignity and confidence.
When a patient and his wife recently arrived during one of the coldest days of the season, stressed, exhausted from the long journey, and unsure what the day would bring, the Car to Care team quickly stepped up.
From the moment the couple pulled in, the team ensured they weren’t facing the day alone. They helped guide the guest’s husband safely into the building, stayed with the family every step of the way, and ensured the process was smooth, warm, and supportive, even as icy conditions and freezing air made everything more challenging.
As her husband was being registered, the guest shared how much the experience meant. She felt herself warming up not just from the heat inside, but from the genuine care she saw in the team’s actions, grateful she wasn’t overwhelmed with the task of pushing her husband’s wheelchair alone in the cold.
In the words of our client, who shared this story, “Most of all, she was thankful for the warm smiles that greeted her the moment she pulled up and the genuine presence of the team waiting outside in such harsh weather. On a day that could have felt bitter and exhausting, compassion changed everything.”
Thank you to Rob Coyan, Director of Operations, and the entire OSU Car to Care team for embodying that blend of operational discipline and true hospitality. The teamwork, positive energy, and the willingness to go above and beyond did not go unnoticed.
When asked why the relationship with OSU is unique, District Manager, David Trujillo, said, “This partnership unique because of how it has evolved beyond traditional valet services. Through our Towne Health brand and non-clinical healthcare expertise, we actively partner with hospital departments such as Security, Transportation, and Patient Experience.”