Over the course of a century, the hospital grew from 80 beds to the enormous medical center that it is today. “Building 1”, as the original hospital was known, admitted the first patient in May of 1909. Hundreds of thousands of military personnel and their families have subsequently received treatment. But Walter Reed is most recently renowned for the treatment of wounded warriors from the wars in Iraq and Afghanistan. In 2007, a series of reports in the Washington Post sparked a scandal that was highly publicized and politicized but ultimately led to positive changes in the way soldiers in transition from war are treated.
As part of the culture of change that was needed to bring back the bruised reputation of WRAMC, Disney Corporation, world-renowned for their customer service focus, was brought into the organization to help set things back on track. A one-stop-shop Warrior Clinic was founded that made access to care much more convenient and efficient. A concierge service for families of wounded warriors was adopted, and greeters were strategically placed at all the hospital entrances to begin the day with a smile and an offer of assistance.