The effects of introducing a hospital ward concierge service in deluxe rooms：a decrease in nurse burden and an increase in patient satisfaction

Abstract

We have assigned hospital ward concierges to deluxe rooms since October 2011, and have introduced various services for patients in hospital wards. At first, they were not popular with patients or staff. So, we have improved the services to decrease nurse burden and increase patient satisfaction.

At first, their main work was providing support for patients such as “Tiding up patients’ rooms”, “Talking with patients”, etc. In March 2012, the introduction of concierges had relatively little effect. The degree of recognition by nurses was 78%, the degree of commission given by nurses was 54%, the degree of recognition by patients was 80%, and the degree of utilization by patients was 60%.

We have broadened the commission given by nurses to decrease nurse burden. And we have added new work to the patients’ needs to increase patient satisfaction. We have continued to broaden the concierges’ areas of work and increase their manpower. For example, we have introduced a coffee serving service and we have modified the allocation of work to include not only nurses but also other members of staff.

By June 2013, the degree of recognition by nurses has increased to 93%, the degree of commission given by nurses has increased to 93%, and the degree of recognition by patients and the degree of utilization by patients have increased to 100%. The length of time for commission work given by nurses has also increased.