Luverne Community Hospital Service Excellence Representative Sue Sandbulte greets Gert DeBoer on her regular rounds as part of her duties to make sure patient needs are met.By Lori EhdeIn an effort to capture and retain business in a competitive health services market, hospitals are giving their patients red-carpet treatment beyond medical treatment.Luverne Community Hospital has developed a "service excellence representative" position to improve the overall hospital experience for its patients.Sue Sandbulte, who’s worked at the hospital for four years, was hired to fill the position.She said the position was developed as a public relations response to keep patients coming to Luverne, but the end result is simply better care for patients."I’m not here to take the place of doctors, nurses and staff," Sandbulte said. "But I can find out what patients’ concerns are and get the right person to address those concerns."For example, she said a patient may be concerned about how much a medical procedure might cost, so she would contact the billing department and get answers. "I can’t solve problems, but I can find people who can," Sandbulte said.Another example might be a person wondering why her procedure’s been delayed a couple hours. Rather than waiting and worrying, Sandbulte said she can find out why there’s been a delay and how much longer the wait might be.She also visits with families in waiting rooms, and can even be called in to assist a family in a medical emergency like a car accident.Often her role comes down to being a friendly face in a time of crisis. "I can offer them coffee or blankets or a phone to contact other family members," Sandbulte said. "If you can make them feel a little bit better, that’s what it’s all about."Sandbulte said her work is rewarding because people respond positively to helpful offers. "When I come and ask if there’s anything I can do, they kind of perk up when I say things like that," she said. "And there’s something about coffee that’s comforting."She said she’s also been well-received by health professionals as well."It frees up the doctors and nurses to do what they need to do," she said.On the lighter side of her job duties, Sandbulte pushes her "cookie cart" to patient rooms, offering snacks and drinks. "That’s a real good way to get into every patient’s room and visit with them and find out if they have any concerns I can help them with," she said.In addition, her duties include acting as a liaison between hospital departments, communicating with clergy, delivering newspapers, e-mails and flowers to patients, making phone calls or looking up phone numbers for patients and working with hospital volunteers.Sandbulte, who worked 12 years as a receptionist with Tri-State Insurance, and describes herself as a "people person" said her new job is perfect for her."I love it here, and I love working with people," she said. "I think being born and raised here, I’ve seen having a hospital in this community is important. Now, to be a part of it is very exciting to me."