Implementing a Concierge/Welcome Desk at Cohen Children’s Medical CenterMaxine Legall, MBA, LMSW, Brian Belpanno, MBA

Cohen Children’s Medical Center of New York

Problem/SignificanceFirst impressions within healthcare are an integral factor in driving overall patient experience. Patient experience is defined as the sum of all interactions, shaped by an organization’s culture, that influence patient perceptions across the continuum of care (Beryl Institute). “An organization’s first point of contact for patients plays an essential role in the overall tone of their experience. The path to improved patient experience starts by training (your) reception teams to interact with empathy and helpfulness (Tisdale, 2016).”Prior to the fall of 2015, CCMC had a small desk in the lobby staffed with a security guard. While effective, there was a major component of consistent and engaging first impressions that was lacking. Additionally, because there was only one security staff at the desk, a single person was charged with ensuring the lobby was kept safe while simultaneously engaging and greeting patients, families, staff and visitors.

Defining the patient experience. (2016) Retrieved from http://www.theberylinstitute.org/?page=DefiningPatientExp

Rodak, S. (2012). Should hospitals treat patients as customer, partners or both? Retrieved from http://www.beckershospitalreview.com/strategic-planning/should-hospitals-treat-patients-as-customers-partners-or-both.html

Tisdale, E. (2016). Three overlooked roles that impact patient experience. Retrieved from https://www.recourseresource.com/blog-posts/3-overlooked-roles-that-impact-patient-experience/

Evidence

Implementation Evaluation

References

RecommendationsThe welcome desk/concierge model if sustained will continue to enhance patient experience and positively impact our patient satisfaction score. It is imperative that the desk is staffed with bachelor’s prepared personnel with prior experience within hospitality or customer service.Finally, the concierge model can also be applied to other areas within the hospital including the emergency department.

In partnership with our Family Partnership

Council, discussions began to construct a welcome

desk in 2014.

Recruitment and interviewing for concierge staff began in the winter

of 2015.

Construction for the welcome desk began in

August of 2015.Full-time and part time

staff with a background in hospitality and/or

customer service were hired to staff the desk.

The welcome desk was completed at the end of September, 2015 with an official opening in early

October, 2015.

Fall of 2015, welcome desk was fully operational with concierge staff trained to greet and direct patients.

families and visitors.

“Hospitals are shifting to a more customer-focused culture not only because of healthcare reform provisions, but also because patients themselves are changing and forcing hospitals to respond” (Rodak, 2012). As a result more and more hospitals, medical centers and health systems are implementing best practices from the hospitality industry in order to enhance patient and customer experience. Five star hospitals (according to HCAHPS) have implemented welcome desk or concierge type programs to improve services. These hospitals include; Memorial Hermann-Texas Medical Center (Texas), Henry Ford Health System (Michigan) and Hospital for Special Surgery (NYC). CCMC currently uses Press Ganey to analyze and provide data and feedback concerning patient satisfaction. The question “How helpful was the front desk personnel?” was used as an indicator for the overall effectiveness and impact of the welcome desk program.

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CCMC ScoreNational Benchmark

Helpfulness of Info. Desk Personnel

Welcome desk im-plemented.