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.

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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.

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What are the benefits of a concierge service?

To understand the benefits of concierge services for organizations, it is helpful to consider both the employee and employer perspectives. For employees, a concierge can save the day, removing loads of stress that may have been building up for hours or even days. And for an employer, a concierge service shows employees they are valued which increases engagement.  Take a look below to learn more.

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Who pays for a concierge?

When approaching the topic of concierge services, one of the first questions is always about the price tag. How much does it cost, or how does payment even work? With different variables like mileage and service charges as well as varied pricing structures set by the provider, the question of who pays can have plethora of answers.

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What is a patient concierge?

A patient concierge is one way for hospitals to meet the unique needs of patients and their guests.  In many hospitals, the service is outsourced to a concierge vendor who has experience with this type of program.  The service can be accessible to all patients or just to specific units or floors.  A patient concierge meets the needs of patients and guests that are not clinical, such as picking up forgotten items at home, delivering prescriptions or picking up a special meal.

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What is a concierge?

What is a concierge?  The term seems simple enough, but there are many different types of concierges found in a variety of industries.  The term “concierge” is French, meaning “keeper of the keys.”  It first appeared in France in the Middle Ages and referred to the person responsible for keeping the keys to royal households and ensuring guests who were visiting had everything they needed.  We will do our best to share the most frequent types of today’s concierges that we’ve encountered.

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Why hire a concierge?

Take a moment and think about your day. What is on your to-do list? It probably includes work, a few errands and then heading home. You’re in good company, as most working adults have a lot of things on their plates each day. We make notes, we plan, we ask favors of others and oftentimes we can’t get it all done. Think about your to-do list again, and this time, imagine what it would be like if you had someone to take care of your errands and you could simply focus on your occupation, your family and even a little extra “me” time.

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