What is a Patient Concierge?

A patient concierge is one of the most effective resources hospitals can offer to their patients, patient families and guests. Hospitals offer patient concierge services to improve the patient and guest experience. This, along with other efforts, increases patient satisfaction scores resulting in better overall hospital performance.


A patient concierge program should be flexible to the specific needs of your organization and sensitive to its goals. It’s a strategic partnership to co-create organizational change for the betterment of your patients and your business.

In hospitals, concierges can be accessible to all patients or specific units or floors. Some organizations choose to target long-term patients and their families, or wherever families need extra support. Others choose to focus on areas that have lower satisfaction scores.

Continue reading

How to Give Employees With Rigid Schedules the Flexibility They Crave

Flexibility is the new 9 to 5. Millennials, the largest generation in the U.S. workforce, strongly desire flexibility as do the upcoming Generation Z, and together they’ve redefined what the word means.

In the past, flexibility meant adjustable start and end times, compressed work weeks, and some telecommuting. Today, employees are seeking highly-adaptive flexibility that is conducive to last-minute schedule changes, like sick children, doctor appointments, travel and personal responsibilities or preferences that conflict with the traditional 9-to-5 schedule.

Much like the erosion of the hard line between work and personal time with the advent of 24-hour connectivity, the traditional work week continues to evolve.

Most research links flexibility with increased employee satisfaction, engagement and productivity as well as stress reduction.

In a non-exempt work environment, often manufacturing, warehouse, production or customer facing, such as retail, call centers and healthcare, a flexible schedule isn’t conducive to the nature of the work. To compound matters, workplaces like these usually require a high level of interdependence making flexibility an even more elusive goal.

So, how can organizations and industries that require set work schedules compete?

Continue reading

The Correlation Between Employee Satisfaction and Patient Experience in Hospitals

Today, patient experience ratings and patient outcomes are a critical part of reimbursements and incentives for U.S. hospitals.

Organizations that deliver a “superior customer experience achieve net margins that are 50 percent higher than hospitals providing “average” customer service.

Which patient experience initiatives make the greatest impact while remaining cost-effective?

Ultimately, your employees are driving the patient experience so their engagement levels are a key factor in patient-centered care. The link between patient experience and employee engagement is so strong that 68 percent of hospitals have named engagement as the primary component of their 2018 patient experience initiatives.

Continue reading

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