December 2013
Red coats reinforce care in the ED

Welcome our new Emergency Department (ED) Patient Experience Associates. Their red coats and “May I Help You” signs make them easy to recognize. These nursing students, who began as discharge callers, now work in the ED during higher-volume hours. Duties include greeting patients, direct-ing them to the reception desk, providing wait times and explaining our care-flow process. They also answer questions and escort patients to their destinations. Daniel Walsh, associate director, Patient Relations (second from right) oversees the group.