Meridian’s healthcare professionals were spending their work breaks scrambling to finish their personal errands in order to spend time with their family after work. Not surprisingly, this caused Meridian’s team members to become stressed-out, less productive and less able to provide exceptional patient care.
In 2005, Circles began delivering On-Call concierge services to over 8,000 Meridian Health employees across three different hospitals. This time saving personal assistance was immediately successful and quickly became a key driver of employee satisfaction and productivity.
Because of its commitment to the employee experience, in 2011 Meridian was recognized as one of the “Best Places to Work in New Jersey” for the 7th consecutive year. Also in 2013, Meridian ranked 39th on the 15th annual Fortune Magazine’s “100 Best Companies to Work For” list. Meridian was so pleased with the benefits of Concierge for its employees that it now extends Concierge to patients via Circles On-Site Concierge. The patient response has been overwhelmingly positive and in the first 12 months of the program, Meridian’s HCAHPS scores (a leading indicator of patient satisfaction) rose an unprecedented five points.
“Concierge is a key differentiator of our overall patient experience…. Circles has been an incredibly valuable partner of ours and we look forward to working with them to launch additional servicing innovations that further enhance our overall patient and guest experience” — Chrisie Scott, Meridian VP, Marketing and Communications