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Tria Deibert from Meridian Health presented on implementing a concierge care program to improve patient experience. She discussed researching customer needs, designing the program, piloting it at two hospitals, then expanding it to six hospitals. Key services included food delivery, transportation, and errands. Evaluation found nearly 15,000 requests in the first year and high satisfaction ratings. The program led to improved patient satisfaction scores. Lessons included involving nurses, being patient during growth, and recognizing the program benefits all types of patients.
Tria Deibert from Meridian Health presented on implementing a concierge care program to improve patient experience. She discussed researching customer needs, designing the program, piloting …