Concierge Care: Service with (Much) More than a Smile

Tria Deibert, Director of Marketing, Meridian Health

We live in a “Have it Your Way” culture. Consumers expect to have it “their way” whenever they interact with a business or service–except when they come to a hospital. At a hospital patients expect to have great clinical care but they also expect to have very little control over their personal needs. Yet, when you look at all of the patient satisfaction surveys, personal need is ranked high in importance. This presentation provides practical information and tools for researching, creating and implementing a program. It also outlines how the development of concierge services at your hospital can empower patients, guests, family members and nursing so you are able to provide (and measure) the best health care experience.