Five Easy Ways for Employers to Reduce Stress and Increase Productivity During the Holidays

“It was the best of times, it was the worst of times,” wrote Charles Dickens in A Tale of Two Cities. This paradox captures how many of us feel about the holidays. While we’re anticipating the festivities with family and friends it isn’t without a certain sense of anxiety in which we’re collectively asking, “How am I going to get this all done?”

Thirty-five percent of employees view the holidays as one of the most stressful times of year at the office.

Employers and employees alike find themselves maxed out personally and professionally as an avalanche of work presents itself in the form of year-end goals; just in time for the increased personal responsibilities associated with the holiday season.

Continue reading

Why Top-notch Training is Essential for a Successful Patient Concierge Program

Not all patient concierge programs are created equally. The success of the service is dependent on the skills and training of the people delivering it.                                                                     

Chris Karam, president and CEO of St. Michael Health System and Chief Experience Officer for CHRISTUS Health, echoed this thought during a Beryl Institute webinar while speaking about “greeters,” a type of concierge that CHRISTUS Health uses in some of its emergency departments. “It takes a very special person to work in that role,” said Karam.

This is why Best Upon Request (BEST) has taken almost 10 years’ worth of patient service experience and created a training program of best practices called Serving The Soulwhich teaches our patient concierges to keep the patient perspective and the hospital’s goals in mind.

Continue reading

The Power of Diverse Partnerships

Companies with top-performing supplier-diversity programs develop strategic partnerships with minority-owned businesses to produce innovative solutions for key business initiatives. Yet, one of the most underdeveloped areas of supplier diversity programs is supplier-buyer innovation, according to The Hackett Group’s 2016 Procurement Executive Insights report.

Although supplier diversity has been an established part of the corporate landscape for some time, most programs aren’t engaging their diverse suppliers as collaborative partners because of the narrow and stagnate objectives that tend to define most supplier diversity programs.

Continue reading

Seven Reasons Why Outsourcing Your Employee Concierge Program Is BEST

Once the benefits of a concierge program are realized, many organizations consider developing and managing an in-house program, but the time, commitment and resources required often cost more than outsourcing.

A reputable concierge business has systems in place derived from years of experience to maximize the program’s impact on your organization.

If you’re considering a concierge service as an employee benefit here are the top seven reasons why you should outsource.

Continue reading

Team Member Spotlight: Jennifer Ryan, Patient Concierge at Cincinnati Children’s Hospital Medical Center

We don’t take the term “best” lightly around here. And it’s no different when we’re recruiting for your concierge because they’re what truly make Best Upon Request (BEST) the best.

Our rigorous vetting process takes into account your company culture, and because of this, our concierges have a strong history of seamlessly blending into the organizations they serve. So much so that it’s often forgotten by employees, patients and their families that their concierge is a BEST employee.

In this post, we’re kicking off a series that shows what makes a BEST concierge the best.

Continue reading

How Is an Employee Concierge Service Different Than a Hotel Concierge?

Typically, people associate the word “concierge” with luxury. They think of high-end hotels in exotic locations and American Express Platinum card holders.

Now, take these pre-conceived notions about what a concierge service is and apply it to your workplace. You’re in good company if your first thought is, “This is something for the top executives.” Most people assume that the “luxury” of a concierge is reserved for the exclusive few.

Continue reading

What is it like to have a patient concierge when you’re living in a hospital?

By: Margaret DeOliveira

Can you imagine living in a hospital for 2 1/2 years? Not so long ago, that was my reality.

My daughter needed advanced medical care, so we left Michigan for the Cincinnati Children’s Hospital Medical Center.

Over the course of my daughter’s treatment, we called a small room in the intensive care unit home. Everything I knew, including my family, was hours away. I was alone, taking care of my sick daughter and I rarely left her side out of fear that something would happen and I wouldn’t be there to help her.

Continue reading

How will your organization advance the patient experience movement?

Takeaways from the 2017 Beryl Institute Patient Experience Conference.  

Last month, we attended the Beryl Institute Patient Experience Conference for the first time. It was inspiring to be in the company of so many healthcare professionals that are as dedicated to the patient experience as we are.

This year’s conference established that as the healthcare industry becomes increasingly competitive and consumer-driven, the patient experience matters more than ever. But this isn’t just about business; patient experience also plays a role in clinical outcomes.

Continue reading

How do concierge services and the patient experience movement intersect? Part 2

In today’s healthcare climate, there are many constraints and challenges to providing great patient care. With changes to insurance reimbursement models and a crowded, consumer-driven marketplace, patient care has become more complicated than just clinical outcomes.

Today, more than ever, the entirety of the patient experience matters and this includes services that extend far beyond what clinicians can provide.

Continue reading