As a part of our attempts to create a skilled nursing care facility that is unlike the stereotypical views that most people associate with nursing homes, we have integrated into our business plan ideas that make upscale hotels popular such as our in-house Concierge. This relatively new position that Upland Rehab created this past summer has proven quite successful. Our concierge is in charge of the general well-being of each patient in our rehabilitation facility, making sure they have everything they need outside of their medical and therapy care. While patients are not involved in therapy or wound care, we want them to have more to do than simply sit in bed and watch television. While there are many things to do here including activities, visiting the patio and garden, and taking advantage of our game room, patients are often tired after therapy and choose to do restful activities that allow them to remain in their rooms.
The concierge is there for patients when they need something that a busy nurse or physical therapist cannot give. Often times that simply means having a 20-minute chat about their lives, their past, their interests, and explanations of what they hope to be able to continue doing after they recover and go home. During these conversations, the concierge learns about their hobbies and interests, and is able to provide patients with books and magazines about fishing, sports cars, celebrity gossip, travel, or whatever else may strike a patient’s fancy, The concierge is also able to provide patients with their favorite music to listen to while they rest or to take with them in the form of CD or MP3 players while they receive dialysis which can often taks hours to complete.
In addition, the concierge is able to advocate for the patient, relating information, questions, and preferences to other departments such as dietary, therapy, and others. For example, if a patient feels they receive too much dairy, the concierge can make sure that replacements are given at lunch and dinner. This go-between makes the nurse’s job much easier so they can focus on patient care while also allowing patient’s less vital needs to be met quickly. By relating to patients on a deeper level, we are better able to meet their needs and cater our care to their personality and preferences. The concierge will speak to occupational therapy, letting them know that a particular patient loves to cook or to make quilts and the therapists are able to incorporate these fun and familiar activities into the patient’s therapy.
The concierge is like a magic genie, able to fulfill the wishes of each patient. During Halloween, a patient really wanted to watch some scary movies so the concierge used a portable DVD player, purchased some classic horror films, and gave the patient a fun and scary Halloween. When a patient discussed her love of Italian cooking, the concierge gathered all the necessary ingredients so she could make a delicious meal during her therapy which was then passed out to other patients to enjoy. When a patient was feeling down, wishing he could go home and be with family but knowing that he needed to complete therapy in order to be in tip-top shape, the concierge was able to give him the listening ear he needed and provide him with puzzle books, art projects, books, magazines and more that made his stay more enjoyable and filled his free time with so many fun options that he did not have time to ruminate over his homesickness.
Though these things may sound trivial, they are an important part of our mission to make sure our patients and residents are strong in mind, body, and soul. It is so much easier to heal and find the motivation to improve when we are content. We hope that the concierge service provides patients with the extra care and attention they need to make the most of their rehabilitation process.
Upland Rehabilitation & Care Center 