An emergency services nurse liaison program

Abstract

Summary Since its inception in the fall of 1993, three nurses from various subspecialty areas (maternal-child health, psychiatry, and the emergency department) have provided almost 500 hours of support through the NL program. The NLs have identified and addressed potential problems before they have resulted in a complaint. There have been numerous situations in which the NL's intervention has deterred patients from leaving against medical advice or without being seen. Complaints related to poor communication have decreased, and feedback from patients and families about the NL program has been very positive. The hospital also has been able to allow injured nursing employees to return to work sooner, which positively affects workers' compensation insurance premiums. The NLs have described the program as a learning and rewarding experience. ED staff members believe that the total needs of their patients are more likely to be met when the NLs are scheduled and appreciate the additional support. However, it has also been necessary to monitor the NLs closely to ensure that they do not begin to perform job functions that could exacerbate their injury, such as assisting discharged patients into wheelchairs. The ED nurse manager conducts a postexperience interview with each NL and will develop other tools to assess the program's outcomes.