concierge ? Really? - page 3

by ktwlpn | 3,253 Views | 27 Comments

I spent the day in an ICU in a hospital in Dover,De. It must be on the cutting edge in this area as far as the new trend in healthcare that places customer service over patient care. I'm not saying anything negative about the... Read More


  1. 0
    Quote from KeechieSan
    Haha, this post sure gives me a giggle. I know exactly which hospital you are talking about, as there is only one in Dover, and let me tell you I know why they have this "customer service" push. That particular hospital has such a terrible reputation that I bet they'd do anything to improve it, short of actually improving patient care. Their nurse-to-patient ratio is horrible and they have one of the worst turn over rates I've ever heard of.
    LOL !!
  2. 0
    Quote from Chin up
    I am sure these services are "paid for" by the family. No, Medicaid patients or people without insurance won't get these services but they don't have the funds to pay anyway and are probably not used to these services. This is a capitalistic country. As long as we are, some will always have services, the masses won't. Don't be naive. It has been done for years, for free. MGH in Boston goes way, above and beyond these simple services when you are a Kennedy or Brady. Get real, the poor have been forgotten in everything, this is the least of their problems. Peace!
    Well, duh. Thanks for telling me something I didn't already know. The poor are forgotten. Gee.
  3. 1
    Quote from Chin up
    I am sure these services are "paid for" by the family. No, Medicaid patients or people without insurance won't get these services but they don't have the funds to pay anyway and are probably not used to these services. This is a capitalistic country. As long as we are, some will always have services, the masses won't. Don't be naive. It has been done for years, for free. MGH in Boston goes way, above and beyond these simple services when you are a Kennedy or Brady. Get real, the poor have been forgotten in everything, this is the least of their problems. Peace!
    My point, which it seems you missed, was that instead of spending all that money on personnel for these concierge services which relatively few will be able to access, hospitals would be better served spending money on staffing their facilities more appropriately, providing better care and outcomes for all. But that would be too practical, and God forbid we behave in an egalitarian manner.
    BrookeeLou_RN likes this.
  4. 2
    Thank god, I live and work in Canada under a universal healthcare system.

    We treat everyone and anyone. Rich to prisoner.

    No private room available? Sorry, doesn't matter if you can afford the per diem.

    It's a heathcare facility, not a resort.

    Families from out of town are looked after, provided with a list of hotels that have a reduced rate for out of towners. If from our high north, the government picks up the tab.

    But sheesh, now I know why my co-workers that went south came back in a hurry. And why the Americans who moved north like our system, once they understand it.
    jahra and BrookeeLou_RN like this.
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    It doesn't all have to be bad. We have a local hospital that has concierge service, free valet parking, the whole 9. Flatscreens in every room which are all private, along with a like on demand thing of educational videos about peoples illnesses. It has helped with patient families and stuff they don't have time to deal with while tending to a very sick loved one, helps to ease some of the worry, discounted hotels close by? Huge Plus. Taxi service for those that don't have rides home? Another plus. Various other things. This hospital has excellent staffing ratios. Day shift is 3:1 Evening 4:1 and night 4-5:1 for general med/surg with adequate CNA staffing as well.

    Anytime I did clinicals my co-nurses never had more than 3 patients and this was on evening shift. It's a hard hospital system to get into and 9 out of 10 employees I talked to loved working there.

    They do accept medicaid and they get the same exact treatment on the floors and non insured are seen in the ER. They are a non profit hospital system.

    So if these services are offered and NOT at the expense of the employees, it can be a really positive thing.
  6. 3
    Quote from OCNRN63
    My point, which it seems you missed, was that instead of spending all that money on personnel for these concierge services which relatively few will be able to access, hospitals would be better served spending money on staffing their facilities more appropriately, providing better care and outcomes for all. But that would be too practical, and God forbid we behave in an egalitarian manner.

    But that would make sense and we can't have that. God forbid we do something practical and wise. How sad and shameful that instead of benefitting the whole they cater to a very small minority? Typical and disappointing.
    AmericanRN, Fiona59, and BrookeeLou_RN like this.
  7. 4
    Quote from Kyrshamarks
    And just what is wrong with concierge type services? I actually pay for my family and I to have concierge doctors services. They have know all my info and they even have a chef available if I wish to have something to eat, they offer us drinks (non alcoholic but fancy coffee...yuck) they know our names and even will send a town car to pick us up for an appointment if we need transportation. They have free valet parking and if we call we get a human on the phone within 3 rings and when we need to speak to a doctor after hours we actually have a number that the doctor himself/herself answers. If we need tests doen the doctor will meet us at the hospital to walk us thru them and get results right away. They will arrange the hospital room if needed and they have fresh flowers delivered to the room daily if we are in the hospital. Yes we pay dearly for this type of service. The hospital they send us to also has this type of service available, There is nothing wrong with the hospital offering it. PEople will pay for better service and healthcare is a service industry.
    That's great...of course if you paid all that money for services and then found out your nurse didn't get to eat lunch because they were so short staffed wouldn't you find that offensive? The surface is perfect but behind the scenes chaos reigns in some systems.

    Fresh flowers every day...but the brakes don't work properly on the commode chair.
    Test results right away...but they use the dye that has a higher incidence of reactions, and costs 10 times less.
    All IV drips compounded by a pharmacist on site...unless it's a new order at midnight, or needed stat, then nursing does it no matter how complicated.

    I'm not saying your system does, but these are the contradictions that drive nurses crazy.

    If a hospital serves a mix of payers the contrasts get worse, like private rooms with hi def TV for the demanding jerk with "anxiety," but we can't give the ER patients meds (but we can admit them when they bounce back tomorrow).Or giving concierge care to patient x, but patient y on a different floor doesn't get toothpaste or combs.

    I understand why it happens, but those decisions affect my ability to give good care, so there are always situations coming up that are unfair and frustrating
  8. 0
    I'm not sure how I would like that especially if it gives some of these difficult patients even MORE of a sense of an entitlement.

    I'm sure it can work. At my hospital people are just happy for the extra long golf cart that will take you from your car in the parking lot to the entrance and back during set hours.


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