Collaboration of the ED Nurse and Patient Liaison to Achieve Service Excellence With the Pediatric Patient

The chaos in the emergency department these days is overwhelming for visitors and patients as well as staff. The seemingly endless waiting for news of a loved one can be particularly distressing. For these reasons, Jordan Hospital implemented the Patient Liaison Program. Here, Murphy and Nichols discuss the collaboration of the nursing staff and the patient liaison which proved to be quite successful in making the experiences of patients and families in the emergency department less anxiety provoking and more family-friendly.