“My goal is to make the patient’s life easier. They don’t need to worry about getting to appointments.”
Traci Frantz and her daughter—both breast cancer survivors—have received excellent care at Lancaster General Health. But getting to their appointments in the Philadelphia area wasn’t always seamless.
Now, as Penn Medicine’s Lancaster-based concierge liaison, Traci aims to simplify travel to Philadelphia for local patients by assisting them with their travel arrangements.
From Survivor to Concierge Liaison
Traci, whose office is at 53 W. James Street, describes her role as equal parts travel planner, problem solver and advocate. She provides patients with information on transportation options, directions, parking, hospital floor plans, restaurants, lodging, and discounts.
“My goal is to make the patient’s life easier,” she said. “They have enough to worry about. They don’t need to worry about getting to their appointments.”
Some local patients who are referred to a Penn Medicine location for treatment may find travel to Philadelphia stressful, Traci explained. She recalls her own confusion over the location of her daughter’s appointments.
Traci was the one who approached Penn Medicine with the proposal for establishing a concierge liaison to assist Lancaster patients. “They were already thinking about doing something similar,” she said. “It was the perfect fit for me.”
Traci has already received positive feedback from many patients and providers.
“Having accurate information can ease patients’ anxiety, and some simply appreciate the opportunity to share their story with a sympathetic ear,” she said.
One of Traci’s favorite tips: Amtrak is a great option for traveling to Philadelphia. Many people don’t know about the available discounts, especially for people over age 62.
“Patients are focused on the details of their medical care and understanding it all. It helps when everything else is resolved,” she said. “My mission is to make the concierge service a successful piece of the partnership between Penn Medicine and LG Health.”
Need Assistance with Penn Travel?
Contact:
Traci Frantz
717-544-9012
Traci.Frantz@uphs.upenn.edu
Discover more Penn Medicine Travel Tips, including a video on taking the train to Philadelphia.