CHALLENGE • The hospital’s parking facility was routinely full by 9:30 a.m., causing patients to be sent to a remote lot and shuttled back to the hospital. • The facility was designed with only one cashier exit lane, causing long lines and delays. • Hospital patrons could only pay for parking using cash, which was an inconvenient restriction. • On-site parking equipment was outdated and no longer functioned effectively. • The hospital’s Patient First initiative identified a patient experience shortfall in its parking provisions. • Departments issued their own parking validations, making forecasting and audits difficult. APPROACH • Introduced a valet service for patients and visitors to increase capacity and convenience. • Identified and selected an overflow parking site in the surrounding

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