Lenox Hill Hospital Emergency Department, Northwell Health
New York, New York
Lenox Hill Hospital Emergency Department, Northwell Health
At Northwell Lenox Hill Hospital’s emergency department, a new RN greeter program initiated by the ED staff is transforming the patient journey. This new role allows for an immediate assessment of every patient upon arrival. This seemingly simple change has had a profound impact. The greeter nurse quickly identifies patients requiring immediate medical attention, enhancing patient safety and streamlining the triage process. Although the RN greeter program’s primary goal was to enhance patient safety, its implementation has yielded an unexpected but welcome benefit: a significant improvement in patient experience. Patients value the immediate attention and personalized interaction provided by the greeter nurse, which fosters a sense of trust and confidence in the care they are about to receive. This simple act of being greeted by a clinical staff member upon arrival creates a welcoming environment, reassuring patients they are in a safe and caring space. The RN greeter program exemplifies the 49-bed emergency department’s commitment to patient-centered care, demonstrating how a staff-driven initiative can lead to meaningful improvements in both patient safety and overall experience.