Wicked Local Concord January 23, 2015
Patients coming to Emerson Hospital’s Emergency Department are now greeted by liaisons every day of the week during peak hours. The patient liaisons are funded through a grant from the Hans and Mavis Lopater Foundation and are an essential part of Emerson’s mission to provide compassionate care to patients and their families.
The patient liaisons in the Emergency Department are responsible for creating and maintaining an environment of service excellence through positive interactions with patients and their families. They greet each patient as they come into the emergency department waiting area and address family concerns in a timely manner. As a member of the emergency team and one of the first staff members that patients see, they help manage patient flow in the department.
“When patients or family members come to the Emergency Department they are facing a medical crisis,” explains Christine Schuster, president and CEO of Emerson. “Our patient liaisons help ease patient and family stress and anxiety. Their compassion and reassuring approach is at the heart of our patient-centered care model. We are very grateful to the Hans and Mavis Lopater Foundation for providing the grant that ensures our patients have this high level of care.”
Patients coming to Emerson Hospital’s Emergency Department are now greeted by liaisons every day of the week during peak hours. The patient liaisons are funded through a grant from the Hans and Mavis Lopater Foundation and are an essential part of Emerson’s mission to provide compassionate care to patients and their families.
The patient liaisons in the Emergency Department are responsible for creating and maintaining an environment of service excellence through positive interactions with patients and their families. They greet each patient as they come into the emergency department waiting area and address family concerns in a timely manner. As a member of the emergency team and one of the first staff members that patients see, they help manage patient flow in the department.
“When patients or family members come to the Emergency Department they are facing a medical crisis,” explains Christine Schuster, president and CEO of Emerson. “Our patient liaisons help ease patient and family stress and anxiety. Their compassion and reassuring approach is at the heart of our patient-centered care model. We are very grateful to the Hans and Mavis Lopater Foundation for providing the grant that ensures our patients have this high level of care.”
The need for patient liaisons was identified by the emergency department staff and the Patient and Family Advocacy Council, a group of community residents and Emerson staff who serve as the patient’s voice. The liaisons welcome families, respond to questions, provide patients with comfort measures such as a warm blanket or pillow and answer patient call lights.
For pediatric patients, the liaisons offer diversions as appropriate, such as a Coping Kit, a bag of age-appropriate toys hand-selected by the team to help children cope with medical procedures, and consults the Pediatric Intervention Team as needed.
Emerson’s Emergency Department is staffed by a patient liaison seven days a week from 2-10:30 p.m. Each of the liaisons has an extensive background in customer service and a commitment to putting patients and families first.
For pediatric patients, the liaisons offer diversions as appropriate, such as a Coping Kit, a bag of age-appropriate toys hand-selected by the team to help children cope with medical procedures, and consults the Pediatric Intervention Team as needed.
Emerson’s Emergency Department is staffed by a patient liaison seven days a week from 2-10:30 p.m. Each of the liaisons has an extensive background in customer service and a commitment to putting patients and families first.
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