New role improving patient experience in AdventHealth Littleton’s emergency department

A new position at AdventHealth Littleton is helping to close a gap for patients in the emergency room. The ED patient experience ambassador is one of the first faces patients see and maintains the flow of communication between nurses, providers, and patients. Paula Waterman transitioned into the new role at the end of January, but she’s not a stranger to the ED. Paula started working at AdventHealth Littleton in 2023 in registration, before becoming the unit clerk in the ED. In this new role, she helps patients get the information they need, so their visit is not so overwhelming.

“I see my role as helping patients with the things they want the most like information and basic human needs like food and water,” said Paula. “The most important thing I can do is set expectations for patients so they know what an ER visit is going to look like.”

When Paula first visits a new patient, she explains how long they can expect to be in the ER, describes what a typical visit may look like, and lets them know how they can get a hold of her or a nurse.

“I let them know that I’m here for them if they want to talk, need information, or are frustrated. I always tell patients to think of me as their emotional support person,” said Paula.

Paula prides herself on providing clear communication and being an advocate. Less than two months into her new role, the response from patients has already been overwhelmingly positive.

"Patients have loved it, and I think the nurses have loved it because I'm able to give patients that loving touch that they don’t always have time to do,” said Paula. "The nurses are extremely busy providing crucial medical care. I don’t provide any medical care but I can still provide comfort, which is often very needed in the ED since it can be a scary place for patients.”

A big goal of the ED ambassador role is also to improve patient experience. Since Paula started the new role, the ED’s mean likelihood to recommend score went up from around 75% to 86%.

“Paula is dedicated to providing uncommon compassion, empathetic listening, and proactive communication to every person in the emergency department, and she has already had a profoundly positive impact for our ED care team and patients,” said Nadine Jessen, Patient Experience Manager at AdventHealth Littleton.

Paula says her strong faith has guided her in her new role and says she looks forward to Extending the Healing Ministry of Christ to even more patients.

“I love talking to people. I love being compassionate and holding their hand and working with chaplains and praying with patients,” said Paula. “I pray every day that I can be an atmosphere changer when I’m here and make a difference. I’m not doing anything glamorous, but I pray that it’s my acceptable worship to the Lord in that moment.”