Skip to content

This is the Best Upon Request Staging Site

Emergency Department Concierge Services

Improve your Emergency Department’s satisfaction rate by offering concierge and errand running services to patients, their families and guests.
best upon request team member and patient

How Concierge Services Help

How Concierge Services Help

  • Concierges triage and manage the non-medical needs of patients and guests, which otherwise decrease clinical productivity and capacity.
  • Concierges create a high-touch, guest-centric waiting room experience, and communicate estimated wait-times during periods of high volume.
  • Concierges ease anxiety of patients and guests by providing wayfinding, care and comfort in the waiting room and patient rooms, and errand running, on and off campus.
  • Concierges triage and manage the non-medical needs of patients and guests, which otherwise decrease clinical productivity and capacity.
  • Concierges create a high-touch, guest-centric waiting room experience, and communicate estimated wait-times during periods of high volume.
  • Concierges ease anxiety of patients and guests by providing wayfinding, care and comfort in the waiting room and patient rooms, and errand running, on and off campus.

Find out how St. Elizabeth improved their
Emergency Department’s satisfaction scores

thumbs up icon

BEST’s Patient Feedback Form Results

BEST’s Patient Feedback Form Results

%

agree the concierge made my time at the hospital more pleasant.

%

agree the concierge helped reduce my stress level.

%

agree I am more likely to refer someone to this hospital because of the concierge service.

BEST Success Stories

BEST Success Stories

Our ED was at the 60th percentile and the Patient Concierge Program brought us to the next level. We couldn’t have gotten to the 90th percentile without them. For a large ED with 150 staff, the concierge team was the PX constant.

- Ashel Kruetzkamp

Director of Nursing

forbes logo
today show icon
parents logo
wall street journal logo
the bump icon
fast company logo

Patient Customer Testimonials

Patient Customer Testimonials

"To have someone acknowledge needs and help family members of those in the hospital is huge! What a fantastic service that ultimately helps the patient in knowing the family is being taken care of as well."

ED Patient

"They were amazing! Not only were they professional and unbelievably kind, but the concierge made our hospital experience so much easier. I can't thank you enough."

ED Patient

"What a great service in a time of need and stress. The concierge was so nice, understanding and helpful. With this service, I was able to stay by my mom's side and be there for her. An invaluable service."

Patient Family Member

"Best Upon Request has been an invaluable asset to our department. They provide comfort to our patients and family and free up my time to focus on clinical skills. I love this service for our patients!"

ED Nurse

"What a blessing this service has been to my family. I am a single mother, here taking care of my father with my daughter. It is impossible to be in two places at once! This service eased that stress. We'll recommend this hospital to everyone, and this service plays a large role."

Patient Family Member

"Our [concierge] staff in this department are second to none. Each one of them go above and beyond to serve not only our patients but our staff. It's nice to know they are always willing to help in any way they can. I have to admit, I was hesitant at first, but now I cannot imagine working without them. They are such an asset to our team."

ED Physician