BCHS expands its concierge offerings

Hospitals are often known for the special programs and procedures they offer patients. Battle Creek Health System for example is a national leader in cancer care, orthopedic and robotic surgeries, and behavioral health services to mention a few. But it is the unexpected concierge-style amenities that patients truly remember.

Take for example, more than three years ago BCHS took a giant leap in that direction. Given the choice, most of us would much rather be home than in a hospital. But on those occasions when hospitalization is the best option for optimal health care, virtually everyone would like to spend that time in a 'private' room. Battle Creek Health System listened to its customers. That is why in 2007, 100% of all BCHS patient rooms were made private.

Now the hospital has re-tooled another area in which its patients expressed an interest. It may not seem top-of-mind, but the hospital's in-house television service has more than tripled its viewing options from 19 to 64 channels.

"We understand that when you are an inpatient, there is not much to do in your hospital room to pass time during your healing process but perhaps read or watch television." says Tammy Clinger, director of supply chain at BCHS, and a member of the committee charged with enhancing the hospital's in-house television service. "Those who prefer watching TV, have told us that they would like a wider variety of programming. We are pleased to report that we have added 44 new channel options to the previous 19. They range from A&E and Animal Planet to Food Network, movie and travel channels. We are also offering XM radio for those who would prefer to listen rather than watch."

"It has been our experience that entertainment, whether it be music or television, tends to promote relaxation, support pain management programs, soften outside noise, and improve patient and staff satisfaction," adds John Stapleton, director of clinical engineering and another member of the TV channel selection committee. "To that end, we are pleased to expand our television program options because that is what our patients have told us they wanted."

In addition to more television channels, BCHS also offers 'wireless' capabilities so patients and their guests can use their personal electronic devices while in the hospital, checking their emails or sharing information with family and friends.

When you think of a five-star restaurant, you probably imagine New York, Chicago, or maybe New Orleans. BCHS offers that same caliber of quality service in its kitchen as well. Menu items range from omelets made to order to baked salmon, catering to everyone from diabetics to cardiac patients. If the doctor says it is acceptable, the hospital dietary department will try to prepare it for the patient. Reservations and ties are not required, and hospital gowns are acceptable.

Patients can place orders from 7 a.m. to 7 p.m. and receive their meals cooked-to-order and delivered to their rooms within 60 minutes.

There is no extra charge to the patient for the gourmet-type food. The savings come from less wasted food and the hope that visitors will choose to eat in the cafeteria as well and spread by word-of-mouth the mouth-watering menu options offered at BCHS.

Freshly prepared food not only tastes better, but it also can speed recovery. Patients who eat their meals gain the much-needed strength before being discharged.

When patients are discharged from BCHS, they are given the opportunity to complete a survey to let the hospital know how they feel about their care, and to offer suggestions about how things might be improved or continued. Many of those surveys asked for expanded television options.

These are a few of the ways that Battle Creek Health System works to keep its patients at the centered of its care.

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