Philanthropy in Action at Riddle Hospital

Ambassadors elevate patient experience at Riddle Hospital's emergency department

An unexpected injury. A sudden illness. An accident. All of these and more bring patients into the Riddle Hospital Emergency Department (ED). During such stressful circumstances, patients in the ED want to know that they will soon receive care.

Riddle's ED continues to earn high marks for exceptional patient care. Recent enhancements such as doubling the size of the waiting lobby demonstrate our commitment to improving patient experience. Despite that, satisfaction scores have decreased due to extended waits in the waiting room at times.

These wait times can be traced to population growth in the area over the past two decades that led to a steady increase in the number of patient visits to the Riddle ED. The recent closure of several nearby hospitals exacerbated the situation. In the past four years, patient volume has jumped by 50%, with often as many as 200 patients per day visiting Riddle's ED. More patient visits mean longer ED wait times and greater strain on clinicians and staff.

In spring 2024, Riddle HealthCare Foundation Board members took the lead in working with hospital administrators to elevate the patient experience in the ED, and the idea of the ED Ambassador was born. Ambassadors were envisioned as customer service representatives and patient advocates who would improve the experience of waiting, even when the ED is at its busiest. When recruiting for these roles, Riddle sought to hire team members who were passionate about delivering exceptional service and could bring genuine care and attention to every interaction with patients and families.

Ambassadors assess patient comfort needs like blankets and water, answer nonclinical questions about everything from phone chargers to bathrooms, and keep patients continually informed of their status. Since the program's launch in August 2024, two full-time and one part-time ED Ambassadors have been stationed in the Emergency Department during peak hours, ready to assist patients with their needs.

"When we proactively interact with patients, it reminds them that they are valued. It shows that even during one of the hardest moments in a patient's life, we are there to comfort and reassure them that they are in good hands. I believe that having Ambassadors available to lend a hand, to meet patient needs, and to listen has helped patients in the ED tremendously."

— ED Ambassador at Riddle Hospital

The presence of ED Ambassadors not only directly benefits patients but also clinicians.

As trusted allies to clinical teams, particularly during high volume periods, the ED Ambassadors provide an additional layer of support, helping to reduce stress and maintain a focus on compassionate care. "The ED Ambassadors free up our clinicians to focus on patient care rather than the small administrative tasks that keep them away from the bedside," explained Jaime Bartholf, BSN, RN, Senior Nurse Manager at Riddle's Emergency Department. A better experience for patients in the waiting room means better care for all patients in the ED.

Thanks to donor support, the program is expanding to other Main Line Health hospitals as well.

Patients have expressed their gratitude for the help of ED Ambassadors. "I very much appreciated my contact with the two Ambassadors," one patient said. "Both frequently checked on me and my family member, making sure we knew what our next steps were. We also witnessed their kindness and professionalism as they addressed the many questions and requests for other patients and families. They are an excellent addition to your staffing."

"The Ambassador treated me with respect and made me feel comfortable," another patient shared. "Thanks to them, during my time in the ED, I didn't feel alone."