Greenwich Hospital announced a new partnership with Best Upon Request and its Emergency Department Concierge Program to enhance the patient and family experience, providing personalized support and fortifying the hospital’s commitment to compassionate, patient-centered care in the emergency department.
Through this collaboration, the Best Upon Request concierge staff will offer dedicated support services that focus on guiding patients and families through their Greenwich Hospital Emergency Department visit. These team members provide communication, support, wayfinding, comfort services and real-time assistance that keep patients and loved ones informed, supported and at ease during their time in the hospital’s emergency department.
Best Upon Request’s Emergency Department Concierge Program complements the clinical care provided by physicians and nurses by enhancing the overall experience and addressing the personal needs that matter most to patients and families.
“Like many emergency departments across the region, we continue to see strong patient volumes, and our responsibility is to ensure every individual feels cared for, informed and supported,” said Bob Blenderman, PA, president, Greenwich Hospital. “This partnership with Best Upon Request allows us to expand the support we provide to patients and families during some of their most vulnerable moments.”
Best Upon Request’s model includes a fully managed, turnkey approach with customized program design, rigorous concierge training through its proprietary Serving the SOUL® program and ongoing reporting to drive continuous improvement. Through focus groups, gap analyses and process mapping, the program is tailored to address the specific needs of Greenwich Hospital. With 50% to 70% of hospital admissions originating from emergency departments, ensuring a welcoming, supportive and well-coordinated experience is essential.
Greenwich Hospital’s investment in this program highlights its dedication to providing personalized care that extends beyond clinical treatment. By meeting the nonmedical needs of patients and families, the hospital aims to make every visit to the emergency department as compassionate and supportive as possible while enhancing efficiency throughout the department.
“We’re honored to support Greenwich Hospital’s mission,” said Cory McCruden, CEO of Best Upon Request. “Our emergency department program delivers personalized support and real‑time assistance to patients and families, strengthening the human connection that defines exceptional health care.”
Greenwich Hospital, a member of Yale New Haven Health, is a 206-bed community hospital serving lower Fairfield County, Connecticut and Westchester County, New York. It is an academic affiliate of Yale School of Medicine. Since opening in 1903, Greenwich Hospital has evolved into a progressive medical center and teaching institution representing all medical specialties and offering a wide range of medical, surgical, diagnostic and wellness programs. It is recognized throughout the healthcare industry as a leader in service and patient satisfaction excellence and has the prestigious Magnet designation from the American Nurses Credentialing Center, the nation’s highest honor of nursing excellence.
Best Upon Request partners with health-care organizations nationwide to deliver patient concierge services that enhance the patient and family experience while supporting clinical teams and operational efficiency. Tailored for emergency departments, maternity units and children’s hospitals, these programs address nonmedical needs allowing clinicians to focus on delivering high-quality medical care. Best Upon Request also provides employer-paid concierge services that help employees save time, reduce stress and improve work-life integration. A Great Place to Work®-Certified company, Best Upon Request is committed to a people-first culture and service excellence.
