ER Reservations and Concierge Services at Hospitals Boost Bottom Lines

  1. Found at Philadelphia Business Journal link

    ER Concierge Services at Hospitals Boost Bottom Lines
    By Stephanie Armour - Nov 26, 2012

    Hospital emergency departments eager to woo patients are borrowing an idea from the restaurant industry. ER online reservations are available at more than 100 hospitals, including facilities run by Tenet Healthcare Corp. (THC), the third-largest U.S. hospital company. Reservations and other concierge services, including mobile apps that provide wait times, are intended to make emergency room experiences more palatable.
    Being a Philly girl, while I appreciated the hospital billboards in New Orleans advertising wait times when I needed treatment while on vacation laast year, however the ER is not meant for reservations --that's urgent care center.
    Last edit by NRSKarenRN on Apr 5, '13
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    About NRSKarenRN, BSN, RN Moderator

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  3. by   Esme12
    Just before her wedding this year, Ashleigh Kondracki came down with bronchitis and went to the emergency room. Instead of an onerous wait, the 22-year-old receptionist from Imperial, Missouri, simply walked through the doors at SMM St. Clare Health Center and was seen right away. Kondracki was able to breeze through the crowded waiting room because she went online and made a reservation from home, where she waited until her appointment.
    If she could comfortably wait at home..... how much did she need the Emergency room????

  4. by   PMFB-RN
    Quote from Esme12
    If she could comfortably wait at home..... how much did she need the Emergency room????

    Right! I hope she doesn't have the same health insurance plan I do. While it is inevitable I resent having to pay higher premiums for inappropiate use of the ER.
  5. by   jdmitchell
    The title of this thread sounds like a headline from The Onion.
  6. by   SummerGarden
    Quote from jdmitchell
    The title of this thread sounds like a headline from The Onion.
    I would agree with you, if it was not for the fact that I know nurses who work in such EDs for years. This new form of customer service is spreading like a disease around the country for the past 5 years.
  7. by   k-flo
    This is just encouraging the use of the ER for non-emergent medical issues, this is so ridiculous and I hope this doesn't start happening everywhere. If you can wait at home comfortably, it is not an emergency and you should go to urgent care instead of an ER.
  8. by   samadams8
    OK, well, I am just perplexed by this. Is this for EDs that would set up their departments for say, 24 hour Urgent care area, versus regular ED? It doesn't make sense of regular emergencies-ED. If they have designated differences in the ED, same way as some now have a pediactric ED section, then it might work for the section designated Urgent Care--but not for the area that must take the true emergencies. Hmmm...
  9. by   One1
    Similar initiatives have been started in my area as well for regular (not fast-track/Urgent Care type) ERs. In my opinion this is just setting everybody up for failure. Undue pressure is put on the staff to get pts to rooms even if they might end up sitting there for 1+ hours before actually being seen, and if ambulances start rolling in right when the pt leaves home for his "appointment" then how is that supposed to be handled? In the end, the pt is going to be even more unhappy because expectations were not met. This whole tendency to raise "customer satisfaction" is getting ridiculous.
  10. by   SuzieVN
    Clearly, this is a conspiracy organized by the insurance industry as a way to weed out ER visits that are not emergencies. Bet if you ask the people that use this 'concierge' service- they all say their ER claims have been DENIED!, As Suze Orman would say? What a clever screening tool. And since it can take months before these hapless fools receive their final bills- there will be no current outrage by people that would alert the public against this...scam? Again, clever of them. I'm impressed.
  11. by   whichone'spink
  12. by   martymoose
    I'm sure it's a ploy by the "industry" to get as many numbers through the production line,oh, I mean , door.Hmm what demographic are they going for here???
    Yeah, I bet it will be a shocker when someone gets the bill for their unnapproved vacation, I mean, ED visit.
    The hospital wants their money- they don't care who pays for it...
  13. by   martymoose
    I also can't help but think that this reminds me of the fast pass system at Disney
  14. by   sandyfeet
    I can't understand how this would actually work. I would love to hear from nurses who work with this system. Because in my ER where we keep going on diversion, this would never work.