Introducing our Concierge Program At Phelps Hospital, we’re doing everything in our power to lower barriers to qualitynwh_constellation_02 nwh_constellation_01 healthcare. That is why we’ve implemented our new concierge program to simplify access to care for all of our patients. The Phelps concierge program, through Northwell Health, offers a single point of contact for all community members to our Reflux Center, the Spine Institute, lung cancer screening, telehealth for pain management, and the Hand, Wrist, and Elbow Center. This interdisciplinary model allows direct access to physicians, while providing the opportunity for different providers to best coordinate a patient’s individual care.
“The main goal is to be that single point of contact,” said Erika Larson, a Program Manager overseeing the concierge program at Phelps Hospital, Northwell Health. “Once that initial appointment is made, our concierge service is able to reach back out to our patients and see if they require any follow up. If they haven't had a chance to call back, we can reach out to see if they were advised to schedule any further diagnostic testing.”
In practice, the concierge program works So how exactly does this work? to simplify access to departments and For example, if a patient called the services. One phone number can connect nwh_constellation_04 concierge program in need of care for anyone to the discipline they need. Patients back pain, they would be referred to an can discuss their symptoms or any health appointment at the Spine Institute. They issues they are having and will be guided to may start their treatment journey with the appropriate specialist or department. a pain management provider. Before Through the concierge program, we ensure seeing the patient for the first time, that that timely appointments are made based provider will receive an overview of their on each patient’s individual needs and symptoms from the concierge. symptoms. Initial consults, follow-up visits, diagnostic testing, and much more can be organized through one concierge contact.
6 Fall 2021 | Phelps Today
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If the pain management provider requires any diagnostic testing, such as an MRI or CAT scan, the patient can call the concierge number again to arrange testing and arrange their follow-up appointments. Additionally, the provider can send the concierge service any information needed for them to reach out to the patient. This eliminates any gaps in care and reduces time to procedure.
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