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NMC Concierge Program“Concierge” … that’s the person at big hotels who tries to make whatever you need turn into a reality. Clearly, NMC is not a hotel – and we don’t like to think of ourselves as “big” – but we do want to provide that same level of personal attention to our patients and their families and visitors.
 We’ve hired an energetic staff to create a service that is totally patient and family focused, while constantly looking for opportunities to delight our customers. As the program develops, the concierges will integrate with our staff and our volunteers to greet people arriving at the hospital and help with whatever needs they may have.
The concierges might help navigate the corridors, book lodging for loved-ones from out of town, make reservations at restaurants, arrange for special meals, help the elderly with their cars in inclement weather, or help resolve problems long before they become problems. Someday, this may include things like arranging massage services, manicures, errand running, or car washing – anything (feasible) which answers the question, “what would be wonderful for our patients and their families?”
“It’s the little things that count big” and “what would be wonderful” are two informal mantras of the NMC’s Community Concierge service. Here are just a few of the “little things” the concierges have done for patients that proved to be “wonderful” for the visitor or patient involved:
• Starting, scraping, and warming the car of a new mom on a frigid winter day so mom and baby had a warm ride home;
• Taking a patient’s eyeglasses to the optometrist for repair, and waiting while they were fixed, so a patient could read during his stay at NMC;
• Providing popcorn to a family of visitors who were in the midst of a craving while waiting for a loved one in surgery;
• Doing some detective work for a patient who was worried she hadn’t cancelled a medical appointment due to her admission to the hospital, and couldn’t remember who the appointment was with – and then cancelling the appointment for her.
A Concierge is on duty at NMC during the week from 6:30 am to 8:30 pm; Saturdays from 8:00 am to 4:30 pm; and Sundays from 8:30 am to 5:00 pm. The concierges move through the building, speaking with visitors, patients, and staff, searching out opportunities to help in any way they can.
Comments from our patients:
• Press Ganey patient satisfaction survey comment: “The Concierge provided a unique and very valuable service. The atmosphere at NMC is much more friendly and personal than at other hospitals.”
• From a ‘thank you card” from a family: “There is not really any words for how thankful we are to have had you in our life at a time that we were hurting the most. Your outstanding service not only for physical needs, but emotional needs went far and beyond the call of duty. You will forever be in our thoughts and memories…”
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