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Emergency Department Concierge Program

Optimize Your ED

With 50% to 70% of hospital admissions originating from the Emergency Department, optimizing your ED isn't just strategic; it's vital to elevating your hospital’s patient experience.

Elevate Patient and Family Satisfaction

Create an emergency department experience that is compassionate and efficient.

  • Streamline patient and family experiences.
  • Enhance communication and advocacy.
  • Ease hospital transitions.

Reduce Stress for Hospital Staff

Say goodbye to burdensome non-clinical tasks that distract your staff and create delays.

  • Empower staff to focus on patient care.
  • Give clinical teams a resource to delegate non-clinical tasks.
  • Create time for your team.

Increase Operation Efficiency

  • Improve patient flow.
  • Reduce waiting times.
  • Streamline operations.

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 Best Upon Request. For a large ED with 150 staff, the concierge team was the PX constant.

Ashel Kruetzkamp
Director of Nursing
St. Elizabeth Edgewood Hospital

How We Deliver Winning Concierge Programs to Emergency Departments

Customized PX Program

We scope and design a custom concierge program to fill the non-clinical gaps impacting your emergency department’s patient experience, overextending your staff and reducing efficiency. 

Turnkey Solution

Our team of service delivery experts manages your customized concierge program, guaranteeing an impactful launch and sustained, robust support.

Concierge Support

You receive dedicated concierge support from a strictly vetted team that’s completed our proprietary training program, Serving the SOUL®.


Our comprehensive communication support propels program awareness among staff, patients and their loved ones.

Monthly and Annual Reporting

You'll receive monthly and annual reports with actionable insights, program statistics, and invaluable feedback from patients and guests.

Find out how St. Elizabeth Healthcare improved patient satisfaction scores in their Emergency Department.

Unlocking Success Together

Our Seamless Implementation Process

Clinical Staff and Stakeholder Focus Groups

Engage in collaborative sessions where clinical staff and key stakeholders share insights, perspectives and goals. This inclusive approach ensures that the resulting concierge program aligns seamlessly with the unique dynamics of your emergency department.

Gap Analysis

Dive deep into an analysis that identifies the gaps and opportunities within your current processes. This crucial step lays the foundation for a customized solution, addressing specific challenges and enhancing the overall efficiency and experience of your emergency department.

Value Stream Mapping Exercises

Craft a visual representation of your processes with our value stream mapping exercises. Uncover inefficiencies, streamline workflows and optimize care delivery. This hands-on approach allows us to fine-tune the implementation process, ensuring a tailored concierge program that truly reflects the special needs of your emergency department.

Patient diagram

Elevate Comfort. Enhance Communication.

Discover the essence of exceptional care with BEST's exclusive training and patient interaction model, Serving the SOUL.®

  • Enhances communications between hospital guests, staff and physicians.
  • Creates special moments that foster meaningful patient interactions.
  • Unveils service opportunities.

Program Features

  • On- and off-campus errand running.
  • 24/7/365 multi-channel access.
  • Customized kits with essential items that increase comfort for patients and their guests.

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Maximize your employees’ professional and personal effectiveness

Our Concierge Platforms

Leveraging cutting-edge technology, our concierge platforms streamline requests, ensuring secure, swift and efficient service delivery.

  • Proprietary and PCI-compliant CyberButler® concierge software and point-of-sale system.
  • Interactive patient portal with dedicated concierge details, enrollment form and more.
  • Additional multi-channel access: email, two-way text messaging, toll-free phone.