HackensackUMC at Pascack Valley Utilizes Concierge Care to Cater to Non-Clinical Needs of Inpatients

HackensackUMC at Pascack Valley (HUMCPV) is a world-class, 128-bed community hospital that offers the resources of a large facility with improved access and an intimate, patient-centered care and experience approach for each patient.

Understanding that being in the hospital can be a difficult time, HUMCPV strives to make each person’s hospital stay the most pleasant and comfortable experience possible.

With that in mind, GoMo Health partnered with HUMCPV to implement the Concierge Care® Inpatient Satisfaction program designed to deliver on the non-clinical, non-emergent needs of patients with a “Bedside Concierge” that is accessible through their mobile, tablet, or laptop. These “in-the-moment” requests are sent directly to the appropriate department for fulfillment, and may include bathroom assistance, ensuring the noise level around the room allows for appropriate patient rest and recovery, pet and music therapy, EMR/EHR access and even room temperature adjustments.

HUMCPV’s ability to cater to the non-clinical needs of inpatients in real-time increases their opportunity to garner positive patient feedback in the all-important HCAHPS survey, resulting in increased reimbursements. In just the first month alone, HUMCPV processed nearly 50 patient requests, offloading the clinical staff and allowing them to focus on direct patient care.