From Reactive to Proactive: How CHLA Is Transforming Emergency Department Communication
For families arriving at an emergency department (ED), uncertainty can be one of the most anxiety‑inducing parts of the experience. Long waits, limited visibility into next steps, and difficulty navigating a high‑acuity environment can heighten fear during already vulnerable moments.
Children’s Hospital Los Angeles (CHLA) recognized these challenges, and they set out to redesign how families are supported, informed, and cared for from the moment they walk through the doors.
At NRC Health’s 2026 Pediatric Collaborative, March 25–26 in Orlando, CHLA leaders will explore how their organization moved beyond traditional, reactive communication to a more proactive, human‑centered approach within their emergency department.
Their work blends the warmth of meaningful human connection with the clarity of real‑time digital communication, producing measurable improvements for patients, families, and staff.
This highly anticipated session will provide pediatric leaders with an inside look at CHLA’s interventions, outcomes, lessons learned, and actionable strategies for implementing similar change within their own organizations.
The Challenge: Reducing Anxiety in a High‑Stress Environment
Emergency departments are unpredictable by nature. Yet patients and families still crave consistency, transparency, and reassurance, especially in pediatric settings, where emotions are heightened and caregivers are desperate for information.
Before launching this initiative, CHLA observed:
- Family anxiety levels rising during long wait times
- Increased frustration tied to lack of communication
- Staff overwhelmed with repetitive questions about process and timing
- Post‑visit complaints and grievances centered around “not knowing what was happening”
CHLA leaders knew that no single digital tool could solve this. What was needed was an approach that fused technology with human understanding, one that honored both efficiency and compassion.
Intervention #1: The Emergency Department Liaison Role
To address these challenges, CHLA created a dedicated Emergency Department Liaison role.
The liaison’s responsibilities include:
- Rounding frequently to maintain meaningful touchpoints
- Offering clear, empathetic communication about care progression
- Helping families understand digital platforms like MyVisit
- Supporting wayfinding and system navigation
- Serving as a bridge between clinical teams and families
- Identifying families in distress and escalating concerns proactively
This role integrates warmth and presence into a setting where families need it most.
By creating a single trusted point of contact, CHLA significantly reduced uncertainty and elevated the sense of personalized care.
Intervention #2: Real‑Time, Digital Wait-Time Transparency
CHLA introduced real-time wait-time communication, providing families with dynamic updates and clearer expectations.
Instead of relying on estimates or verbal updates, patients now receive timely, accurate information directly through digital channels.
This effort helped:
- Reduce repetitive “How long until we’re seen?” questions
- Improve trust and satisfaction by setting accurate expectations
- Empower families with information that feels reliable and transparent
- Foster a feeling of control in an environment where many feel powerless
By aligning technology with the liaison role, communication became both more personal and more precise.
The Results: A More Predictable, Compassionate ED Experience
CHLA’s dual intervention produced standout results, impacting both operations and experience.
Measured improvements include:
- Better patient and family satisfaction scores in communication domains
- Reduced anxiety and decreased need for service recovery post‑visit
- More efficient clinical workflows as communication burdens decreased
- Stronger relationships built between families and frontline teams
Perhaps most importantly, the interventions strengthen trust, proving that when communication is proactive, families feel safer, more supported, and more confident in the care they receive.
What Attendees Will Learn
In their session, the CHLA team will offer a transparent look at their methodology, challenges, and replicable frameworks.
Session takeaways include:
- How to integrate a human connection–driven role with digital communication tools to reduce anxiety and improve navigation
- Strategies to proactively address family concerns, decreasing complaints and grievances after discharge
- Implementation lessons for launching liaison roles or wait-time transparency tools
- Outcome metrics that matter most when evaluating early success and long‑term impact
This session is ideal for leaders looking to elevate their ED experience by combining empathy, structure, and technology.
About the Presenters
Alison Soto, Patient Relations Liaison, Emergency Department, Children’s Hospital Los Angeles
With seven years in patient experience and training as a CNA and EMT, Alison specializes in supporting families during high‑stress emergency visits. She focuses on rounding, communication support, and helping families navigate their care journey with compassion and clarity.
Gwen Webster, Program Manager, Patient Experience, Children’s Hospital Los Angeles
With 17 years in patient experience spanning CAHPS measurement, adult and pediatric institutions, and system‑wide experience strategy, Gwen leads CHLA’s feedback program, goal-setting, and improvement initiatives. Her work is grounded in amplifying patient voices and elevating what matters most to families.
Join Us in Orlando, and Be Part of Shaping What Comes Next
The 2026 Pediatric Collaborative is a community of leaders driving the future of pediatric care. Join us March 25–26 in Orlando, Florida.
If you’re passionate about improving the patient and family experience, advancing equity, and learning from peers who are pushing the boundaries of innovation, you won’t want to miss this conversation.
