Cura Hospitality’s Concierge Program, now active across Allegheny Health Network (AHN) hospitals—including Forbes, Jefferson, Allegheny General, West Penn, and Saint Vincent—is delivering nurse-centered solutions that are helping to drive food service experience satisfaction scores to nearly 5 out of 5 among patients, families, and nursing staff.
The nursing experience is one of the most critical drivers of patient outcomes. Prior to Cura’s Concierge Program, fragmented transitions often increased the risk of miscommunication between departments. “Our goal is to move away from a reactive care model, where food service needs may be addressed after admission,” said Cura Vice President of Operations Brian Marsh. “Instead, we take a proactive approach, partnering closely with nursing teams to build trust in the food service program and elevate both the nurse and patient experience.”
Beginning in the AHN Emergency Departments (ED) where a high volume of patient transfers occurs to inpatient units, concierges are the familiar face of food service. They advocate for patients by easing stress and uncertainty, coordinating food service needs for patients and families who may experience extended ED wait times. This allows nurses to focus on patient care, working at their highest level of licensure.
Once admitted, Cura’s concierges remain with their patients and their families until they are discharged, travelling on their medical journey. The goal is to streamline the continuity of care from the ED to impatient units, where concierges can easily address food service needs – enhancing the patient experience. “Concierges focus on the small issues before they become experience detractors,” says Marsh.
The Cura Patient Passport is another convenient tool that gives additional access to concierges by scanning a QR code. Currently available at Forbes, Jefferson, West Penn and Grove City Hospitals, patients, family and nursing staff simply scan the passport QR code to order meals. “We recognize the limited time nurses have. They can also order meals, as well as access snacks and energy drinks from a cart that routinely visits nursing stations,” adds Marsh.
A Comfort Cart is also available, offering complimentary snacks and beverages for families in need during unexpected news or the passing of a loved one.
“The concierge team here at AHN Jefferson Hospital Emergency Department has been a key factor in our overall success. With the addition of this program, our department met all our patient experience goals for 2025 and assisted with a 21-point improvement in our staff engagement scores. This program is a welcomed site by both visitors, patients, and staff,” says Jeffrey Bomba, DNP MBA MSN RN NE-BC, AHN Jefferson Hospital Nurse Manager of the Emergency Department and Clinical Decision Unit.
At AHN Saint Vincent Hospital (SVH) in Erie PA, Cura Concierge Tami Goleb was recently named 1 of 5 “Caretaker of the Year 2026” award recipients by SVH nursing staff and leadership for improving patient satisfaction, personalized and coordinated care.
According to AHN SVH Chief Operating Officer Karen Surkala, the concierge program at SVH differs from those at other AHN member hospitals. Serving an elderly population, the program takes on a more hands on approach with concierges assisting patients in navigating the iPad-based room service system.
“Tami fully embraced this model and grew her service to several patient care units across the hospital campus. For many patients, it may be the first nutritious meal they are receiving in some time, so ensuring all dining needs are met is important. From as little as a missing coffee creamer or even providing an extra blanket, Tami goes out of her way for patients and their families, all while supporting our nurses so they can focus on delivering exceptional care. Working in food service is a special calling, and Tami is one of those amazing individuals who creates those meaningful differences every day,” says Ms. Surkala.
Tami is pictured with Karen Surkala, COO of St. Vincent.
