Family Support Liaisons: Improving Experience in the ED

By Lani Knutson and Daniela Milea 

Children’s Wisconsin’s Emergency Department (ED) was confronted with two pressing challenges: a declining Net Promoter Score (NPS) and a significant surge in patient volume. A review of post-visit survey data revealed that 56% of negative comments over a three-month period were directly related to concerns about wait times and cleanliness—highlighting key areas in need of focused improvement. 

With this data in mind, the ED team collaborated with the Child & Family Experience team to develop solutions to improve the wait time experience, improve cleanliness, and to provide overall exceptional care. This collaboration led to several initiatives, most notably a new Family Support Liaison position designed to work with the clinical team with a focus on improving experience and comfort.  

Complementing these service improvements, the ED moved to a newly constructed modern facility designed to be more kid-friendly, with a nature theme, brighter colors, and a tree-like pillar in the waiting rooms. The space was also larger than the previous ED, with 48 treatment rooms, a 40% increase in treatment space. This move aligned with the team’s efforts to address cleanliness concerns and accommodate increasing patient volumes. 

Family Support Liaisons hired at Children’s Wisconsin check on families in the waiting room and patient rooms and provide information and resources. They keep families informed of wait times, maintain and distribute items from a comfort cart, and act as a liaison between families and clinical staff. Family Support Liaisons now work in the ED seven days a week from 2:00 PM to 10:30 PM, assisting ED staff during peak hours. 

Family Support Liaisons use the Nobl Rounding Platform to track distributed comfort items and family satisfaction. For example, we know that blankets, drinks, and pillows are the top three requested comfort items and that directions to other hospital areas are the most sought out information. As more data is accumulated, the team will use it to drive future improvement projects. 

One family member shared their appreciation: 

“Much appreciation to the staff who brought my son a juice and some crackers when he was looking for a vending machine, as we were in until midnight and did not get to eat dinner. This staff member also informed us that they had an emergency come in and we would be experiencing an additional wait. This was so appreciated.”  

Since implementation of the Family Support Liaison and other initiatives, the ED has achieved a four-point increase in their NPS, meeting its annual goal. The team is committed to maintaining the Family Support Liaison role and to find new ways of elevating this valuable position. 

While no family anticipates needing emergency care for their child, the dedicated Family Support Liaisons at Children’s Wisconsin transform these challenging moments with compassionate assistance. By anticipating needs, offering reassurance, and serving as a bridge between clinical staff and worried parents, these liaisons ensure that families navigate the emergency department with dignity and personalized support. Their presence acknowledges that medical care extends beyond the physical—recognizing the emotional well-being of the entire family as an essential component of the healing process. 

About Daniela Milea

Daniela Milea has dedicated her career to pediatric healthcare, serving vulnerable populations
for over 20 years. At the heart of her work is a commitment to healthcare transformation and
enhancing the patient and family experience. She thrives in collaborative, creative environments
where teamwork drives positive change. In her role as an Experience Improvement Specialist at
Children’s Wisconsin, she manages projects that recognize and honor the full spectrum of
human experience.

About Lani Knutson

Lani Knutson brings a wealth of personal experience to her role as Experience Coordinator at
Children’s Wisconsin. Having been a patient family for almost two decades, she offers a unique
perspective to the child and family experience, especially for complex medical families like her
own. Lani started her career in music education where she learned to adapt to the individual
needs of her students. In her current role, she is passionate about providing and advocating for
care and services that support a wide range of needs and abilities.