Vail Health Emergency Department

Vail, Colorado

Front-line emergency department staff at Vail Health identified gaps in communicating patient identity preferences to help recognize that standard registration processes often failed to capture the complexity of patient identity which could negatively affect the patient experience.

Despite initial barriers, the team’s persistence led to electronic medical records updates in March 2025 that, along with comprehensive staff education, made preferred name and gender identity visible in the ED. Training covered respectful communication, the distinction between sex and gender and accurate documentation. The new workflow honors patient dignity while maintaining clinical safety through safeguards such as appropriate lab reference ranges, radiology shielding protocols and pregnancy screening, The result is a more inclusive, patient-centered care experience.

The team also added resources that reduce workplace stress, promote resilience and support staff well-being. Staff benefit from wellness programs, free behavioral health support, Headspace memberships and a 100 percent personal time off request approval rate. The 19-bed ED also implemented dedicated support processes for caregivers managing patients in behavioral health crisis, including security and charge nurse assistance, frequent staff rotations and scheduled relief breaks. Together, these initiatives foster a healthier work environment, strengthen resilience and demonstrate the department’s commitment to supporting the physical and emotional well-being of its staff.