Becker's Healthcare February 28, 2025
Guest service ambassadors in emergency departments reduced the rate of patients leaving without being seen, especially in minority racial groups, a recent study found.
The observational study, published Feb. 5 in Academic Emergency Medicine, analyzed walkout rates from an academic emergency department in the Midwestern U.S. with approximately 60,000 annual visits between April and December 2022. Overall, 9,798 patients visited the ED when a guest service ambassador was working.
Guest service ambassadors, who serve in nonclinical staff roles, were trained to guide patients through check-in, provide updates and manage expectations around wait times. They initially worked for four hours a day during a two-month period, and that was later expanded to 8.5 hours per day at peak patient arrival...
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