How Proactive Communication Improves Pediatric Emergency-Department Experience
Why Communication Defines the Pediatric Emergency Experience
Emergency departments move fast, but families experience them slowly. That’s because every minute feels longer when a child is in pain or distress. Uncertainty builds quickly, and small gaps in communication can increase fear.
Children’s Hospital Los Angeles faced this challenge in a measurable way. Teams were seeing rising anxiety, more complaints, and repeated questions about wait times and next steps. In response, they chose to redesign how communication works in pediatric emergency care. Their work focused on two changes: more human connection and clearer, real-time information.
Their results show how small shifts can change the entire patient experience.
Key Takeaways
- Clear communication reduces anxiety in pediatric emergency care
- Human connection matters as much as clinical care
- Real-time updates help families feel informed and in control
- Proactive support lowers complaints and improves trust
- Staff benefit when communication is structured and consistent
How Emergency Departments Create Stress for Families
Pediatric emergency departments are intense environments. Families arrive without warning, often not knowing what will happen next.
Before making changes, CHLA teams observed the same patterns again and again:
- Families felt anxious during long wait times
- Questions about timing created pressure on staff
- Complaints often focused on lack of updates
- Staff spent time answering the same questions over and over again
These issues weren’t related to clinical care; they came from gaps in communication. Families, meanwhile, wanted clear answers. They wanted to feel seen.
A Simple Question: What Do Families Need Most?
So what do families want in an emergency room visit?
The answer isn’t surprising. They want to know what’s happening. They want to know how long it will take. They want someone who will listen.
CHLA focused on these needs. And they didn’t rely on one tool to do it, but built a system that combined people and technology.
The Role That Changed the Experience: ED Liaison
CHLA created a dedicated emergency-department liaison role to support families in real time through a focus on personal connection. The ED liaison rounds throughout the department, checking in with families, answering questions, and explaining what’s going to come next.
Alison Soto, who serves in this role, described her work in direct terms. “My primary focus is on supporting patients and families by ensuring they receive clear communication, timely assistance, and the resources they need,” she said.
She also acts as a bridge between families and clinical teams. “I serve as a direct liaison between patients and families, the medical team, nursing staff, administration, and other teams involved in the care,” she said.
This role changes the pace of communication. With an ED liaison on staff, families no longer have to wait for updates—someone comes to them.
What Proactive Rounding Looks Like in Practice
Soto explained that as the ED liaison moves through the department, she checks waiting areas, enters patient rooms, and responds to requests as they happen. When wait times increase, she addresses it directly, explaining the situation and setting expectations.
She also takes every opportunity to connect. “I proactively assess patients and families, answering questions and addressing concerns as they arise,” Soto said.
These interactions reduce confusion and build trust. They also change how staff work. Fewer repeated questions reach nurses and physicians, allowing teams to focus on care.
The Technology That Supports the Work
Human interaction is central, but it works better with clear information.
To this end, CHLA introduced a digital tool that sends real-time updates to families. Patients receive a text message after registration that allows them to track wait times, see where they are in the process, and request help.
Soto explained how simple it is to use. “There’s no application to download and no account to create, which makes this very accessible for our patients and families,” she said.
Families can also ask for help through the system, with requests going directly to the liaison. This creates a loop: families ask questions, and staff respond quickly.
Real-Time Communication Changes Behavior
The impact of the new digital tool shows up in daily interactions. Instead of asking, “How much longer?” families can simply check their phones. Instead of waiting quietly, they can request help.
Soto also described how the tool improves support. “It allows me to address concerns in real time instead of after the visit is over,” she said.
This change reduces frustration. It also prevents small issues from growing into complaints.
Measurable Results from a Human + Digital Approach
The results from this model have shown clear improvement at CHLA. From July through December 2025:
- 563 patients responded to real-time feedback requests
- Average rating reached 4.5 out of 5 stars
- 79 percent gave a five-star rating
- Only 10 percent reported low scores
Complaint volume also decreased. Earlier, the emergency department saw 25 to 35 complaints per quarter. With proactive communication in place, fewer issues escalated after visits.
This data reflects more than satisfaction. It shows that families felt informed and supported.
Why Human Connection Still Matters Most
Technology provides information, but people build trust. Families respond to tone, presence, and attention, and small actions can change how they feel about care.
Soto described this focus clearly. “Overall, my goal is to help create a calm, supportive, positive experience for our patients and families,” she said. That goal drives daily behavior through simple actions—a conversation, a clear answer, a moment of attention—that create stability in a stressful setting.
How This Model Improves Staff Experience
Better communication helps staff as well as families.
Nurses and physicians receive fewer repeated questions, and spend less time explaining delays. This frees them up to focus on clinical work.
Positive feedback also improves morale. Staff see comments that recognize their efforts, and leaders share these comments to reinforce good work.
With these measures in place, communication becomes a shared effort instead of a burden.
What Other Pediatric Organizations Can Apply
Rather than relying on one system or tool, this model depends on consistent behavior.
Healthcare teams can start with a few steps to create a more stable ED experience:
- Assign a clear point of contact for families
- Share updates before families ask
- Provide simple access to real-time information
- Respond to concerns during the visit, not after
Communication Shapes the Entire Experience
Pediatric emergency care is complex, involving speed, skill, and coordination.
Yet families experience something different. They experience time, emotion, and uncertainty.
CHLA’s work shows that communication can close this gap. When teams provide clear updates and human connection, families feel safer. When one person answers a question, provides a needed update, or creates a moment of clarity at the right time, it can completely shape how care is remembered.
