Emergency department patient liaison volunteers: a cost containment and visitor satisfaction strategy

We have saved a minimum of $17,064 in personnel salaries of a patient representative (based on minimum wage and no paid benefits) during the past year. Although our liaison program was initially started as a cost-saving measure, the benefits of the program cannot be measured in monetary terms. Although this venture was our first attempt with a program of this nature, and we are still developing the program, we believe the development of the ED liaison volunteer program has been a major accomplishment for the emergency department and has also increased community support. Many of the liaisons were totally unaware of the activities in an emergency department. They now have a greater appreciation for the process of emergency care, and can relate that understanding to patients and families.