ED Patient Loyalty Scores Nearly Double Through an Innovative Patient Navigator Role

The ED clinical patient navigator (PN) role addresses experience gaps related to wait times, communication, teamwork, and personalized care during visits. By creating a patient experience value stream map, we identified the need for the PN role, focusing on patients at risk for negative experiences. The PN customizes interventions and ensures patients understand their care plan and ED journey. This role not only enhances patient comprehension but also alleviates pressures on the ED team. Analysis of PN interventions allows ED leaders to identify patient expectations and tailor future experiences. As a result, patient loyalty has nearly doubled, leading to improved patient satisfaction, fewer grievances, and increased team engagement.

Speakers
• Allison Shuttz, MSN, RN, NE-BC | Chief Nursing Officer, Thomasville Medical Center, Novant Health
• Sidney Yates, BSBA |  Patient Experience Advisor, Novant Health

Learning Objectives:
• Describe the patient navigator role and how at-risk patients are identified for customized interventions at the time of the patient’s ED visit
• Identify steps to implement patient navigator role and measure outcomes
• Discover the overall impact to emergency departments by investing in a patient navigator

*This webinar is an encore presentation from ELEVATE PX 2025. View the full series.

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