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Parking at a couple of Memphis hospitals has become less complicated, thanks to the arrival of a new company in town called Healthcare Parking Systems of America.

Healthcare Parking, the nation's first and only company created to provide specialized parking management services exclusively to hospitals nationwide, arrived in the area approximately one year ago, when it began offering valet parking and front door services at Saint Francis. In the last few months, the company has begun operating at Baptist East Hospital located on Walnut Grove.

"Basically, we're trying to make the experience of parking less painful in areas where parking space is at a premium," said Rob Nonnweiler, regional vice president for Healthcare Parking, a Tampa, Fla.-based healthcare hospitality service provider serving nearly 150 hospitals nationwide.

At Saint Francis, visitors will find valets in bright blue jackets hustling between the valet stand and the parking lot as a steady stream of activity persists through the day. Organized, friendly and ever-busy, valets are prompt and can be seen assisting patients to and from cars.

"We focus on customer service, not just parking cars," said Nonnweiler. "We may help give directions or provide a steady arm for a patient getting into a wheelchair."

Generally, the service is open to the public at both Baptist East and Saint Francis, but with a few qualifications.

"We basically say anyone can use the service, but it does depend on the location. For instance, at an emergency room entrance, we would limit it to immediate family," said Nonnweiler.

At Baptist East, where valet parking has been offered through Healthcare Parking since July, Warren Duane, director of security and transportation, said the service is offered to visitors, patients, and family members, with plans to expand offerings in the near future.

"Nobody ever thinks parking is close enough when a family member is sick," said Duane. "At this time, we exclude physicians and employees from using the service, but we're looking at (possibly offering the service to them) in the future."

Baptist East has used the services of another valet company for approximately five years, but recently made the decision to switch to Healthcare Parking.

"So far, we've been very pleased with their approach and their ideas of partnering with the hospital," said Duane.

Healthcare Parking uses existing parking spaces at the facilities and employs creative logistics to keep valet cars separated from public lots. In construction cases, the company may employ shuttle service for off-site employee parking. "We have many ways to help a hospital manage parking," said Nonnweiller.

Such was the case at Baptist Desoto in Southhaven, Miss., where Healthcare Parking began offering valet parking services in August, when the hospital was in the throes of constructing a new facility.

At Baptist East, the valet service was offered from the medical office building to the main entrance. Duane estimated that 130 cars per day are valet-parked there.

Costs for the service can be managed differently as well.

"We charge a nominal fee (to customers) for the service and the hospital subsidizes the rest," said Duane.

Establishing new service at a facility can take a little as two weeks, but typically it takes about 30 days, said Nonnweiler.

"We can do things very quickly if needed, but we like to take time to analyze the site, hire and train," he said.

Healthcare Parking trains valets in partnership with the hospital to ensure that all requirements are met. The training program is based on the environment of care standards developed by JCAHO (Joint Commission on Accreditation of Healthcare Organizations).

"We are not regulated specifically, but we do coexist with the hospitals and recognize the importance of specialized training when working with patients," explained Nonnweiler.

Healthcare Parking's training includes instruction on how to physically assist patients and how to handle infection control.

"When we hire people, we like for them to understand that people are under additional stress when they are here," said Duane. "While Healthcare Parking handles the training, we do approve it and modify if needed."

As healthcare construction booms in Memphis and increasing amenities encroach upon space previously designated for parking, the opportunities for Healthcare Parking are limitless.

"The potential for growth in Memphis and Nashville — and Tennessee (in general) — is high," said Nonnweiler.

Baptist East currently has a new valet lot under construction on the northeast portion of the property where the old fire station was located, and it will be relocating the existing lot with the possibility of opening a second valet stand at the hospital.

"We're interested in seeing this service grow for the benefit of everyone," said Duane.




December 2006

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