concierge ? Really?

Published

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 care-it just did not seem of paramount importance-while I was there the family had a visit from the "concierge" and also a "guest relations representative" They were given ifo about the ammenities. The family was able to report that the "service" was excellent. They went on to mention the shops, the cafeteria and were knocked out by the Star concierge service ..... from the website---- A brief sampling of the new concierge services includes:

Travel and meal accommodations. If you have visiting friends or relatives from out-of-town, the Star Service staff can provide discounted hotel and meal options for your visitors.

Pet sitting services. Star Service staff can arrange for a professional pet sitter to feed and care for your pet at home.

Retail and Mom & Baby Shop orders. The Star Service staff can pick up any item large or small from the hospital gift shops.

Taxi and transportation services. If you are a discharged patient without transportation, the Star Service staff can make sure you get home safely.

Personal errands or purchases. Whether it's reading material or personal care items, the Star Service staff can provide these for you.

REALLY? Wow-just,wow....15 years ago I paid 15.00 to park in a parking garage at a city hospital-they didn't even give out discount parking vouchers. The television was $8.00 per day and if you were out of the room when the agent came through to sign you up you were outta luck. No tv for the next 24 hours. How times are changing.

Ironically today the family waited HOURS for a chaplain to show up .The hospital chaplain was not answering his pages so the unit secretary started going down the list and got someone from a local church pretty quickly .... I hope that after we left the family received excellent "service" and support while they withdrew life support from their loved one.....

Specializes in drug seekers and the incurably insane..

Don't care about that other stuff....meanwhile...I'd like to have an open bar should I be admitted to a hospital!!*wine

Up Vote Up Vote ×
Specializes in ICU.
I can't get past that pet sitting business! Who's going to hand over their house and car keys to a complete stranger?

I'm sure the hospital has a contract with an insured and bonded pet-sitter/pet-sitting company, and the patient probably does the enrollment info and provides details about their specific pets' needs. The hospital probably just communicates this info to a pet sitter on the patients' behalf so they don't have to worry about it.

Up Vote Up Vote ×
Specializes in Home health was tops, 2nd was L&D.

In 2005 I worked in an antepartum unit with concierge service and 24 hr room service and yes Medicaid moms received the same exact treatment!! Only when it interfered with patient care did it bother me...One patient ( now remember these are pregnant women with babies having some sort of problem to even be admitted) refused to allow nurses to awaken her at 7am for day shift. Unit policy was fetal heart tone strips must be on the chart be 7:30a.. One day she was my patient and I knocked and was answered with a nasty "Come in".. when I opened the door she threw her midnight steak and potato silverware at me. This I found unacceptable, reported it and evn her Doctor was made to discuss hospital rules with her. And do not think because they are poor or have not be accustomed to the finer things that they were going to miss out here.

I ended up quitting because I felt I would have made better money at the Ritz downtown and might have even gotten tips.

I realize "customer service" does matter and most hospitals are created very equal with all fighting for the same patients but OP's situation is extreme. And I do realize resorts and hospitals charge practically the same but insurance company does not foot the bill at the resort!! And do not assume all those services are only for those who pay.. that is discrimination and I doubt most hospitals are willing to trust their medicare/Medicaid dollars on any such claims. They may lead you to believe it is only for the priviledged and some of the services may be but not all.

Up Vote Up Vote ×
Specializes in ICU, MICU, SICU.

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.

Up Vote Up Vote ×
Specializes in Critical Care.

Sounds like it just offers more ways for the hospital to make money.

Up Vote Up Vote ×

One of our local, well-known hospitals advertises executive health assessments with a personal physician in luxurious surroundings with all the trappings necessary for the busy executive.

It kinda' rubs me the wrong way. :)

Up Vote Up Vote ×

Yup, got a network like that near me. Focus is on concierge.

You will not see the best and the brightest U.S. competitively educated RN staff, or support staff for that matter. At this network most nursing staff are from one foreign country. It is surreal, as you do not see these people living in and contributing to the surrounding communities. Unfortunately the focus is not on stellar medical care.

I make sure everyone I know is aware of this when choosing where to get situated with medical care.

Up Vote Up Vote ×
Sounds like it just offers more ways for the hospital to make money.

You are spot on! Lots of competition in the NE with hospital systems!! And they charge high bed rates per day....and our wonderful (YUK!) insurance companies pay. People don't see that because their insurance pays most, if not all, their patient stay. Quite a gimmick...just sayin':p

Up Vote Up Vote ×
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 !!

Up Vote Up Vote ×
Specializes in Oncology; medical specialty website.
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.

Up Vote Up Vote ×
Specializes in Oncology; medical specialty website.
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.

Up Vote Up Vote ×

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.

Up Vote Up Vote ×
+ Join the Discussion