Greenwich Hospital has entered into a partnership with Best Upon Request to introduce an Emergency Department Concierge Program aimed at improving the experience for patients and their families. The initiative is designed to provide personalized support and enhance the hospital’s approach to patient-centered care in its Emergency Department.
The program will see Best Upon Request concierge staff assisting patients and families during their visit to Greenwich Hospital’s Emergency Department. These staff members will offer communication, guidance, comfort services, and real-time assistance, helping keep patients and loved ones informed and supported throughout their stay.
According to Greenwich Hospital, the new service is intended to complement the medical care provided by doctors and nurses by addressing non-medical needs that are important 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 of 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 features a fully managed approach that includes customized program design tailored specifically for Greenwich Hospital through focus groups, gap analyses, and process mapping. Their staff undergoes specialized training via a proprietary Serving the SOUL program. The company also provides ongoing reporting for continuous improvement.
With a significant portion of hospital admissions—between 50% and 70%—originating from emergency departments nationwide, providing coordinated support services has become increasingly important for hospitals.
Greenwich Hospital states that this investment reflects its commitment to delivering care that goes beyond clinical treatment by meeting non-medical needs as well. The goal is not only compassionate support but also improved efficiency within 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 healthcare.”
Greenwich Hospital is part of Yale New Haven Health. It operates as a 206-bed community hospital serving lower Fairfield County in Connecticut as well as Westchester County in New York. The hospital is affiliated with Yale School of Medicine and holds Magnet designation from the American Nurses Credentialing Center for nursing excellence.
Best Upon Request works with healthcare organizations across the country offering Patient Concierge Services in various settings such as emergency departments, maternity units, and children’s hospitals. These programs are designed so clinicians can focus on medical care while other team members address non-medical needs.
