More than 32,000 people are seen annually at Adventist Hinsdale Hospital's Emergency Department (ED). Adding the loved ones who accompany the patient, a trip to the ED easily affects at least 50,000 people in a single year. Every one of them would rather be somewhere else.

"ED nurses work hard to provide the human touch; the small gestures they hope will convey caring and understanding to the patient," said trauma coordinator Laurie Marin, R.N., B.S., TNS, ASQ-CMQOE. "But when the ED gets hectic, the little extra touches are usually the first casualties of a nurse's busy day."

Last fall Marin, along with nurse manager Keith Matushek, R.N., attended the Institute of Healthcare Improvement's (IHI) IMPACT meeting, and they came away with a nugget of a good idea. Nurses Diane Karamagianis, R.N., BSN; Michelle Lucak, R.N., BSN; and Noreen Connelly, R.N., BSN; helped expand on the idea. The result is the ED's Patient and Family Comfort Station.

The Comfort Station is located in an alcove behind the nurse's desk, where it is easily accessible to ambulatory patients and family members. Within the station are extra pillows, a blanket warmer, crackers, magazines, a refrigerator with juice and Popsicles, a water cooler, and hot drinks. (Signage reminds patients and visitors to check with the nurse before giving food or drink to patients.)

The most significant new expenditure is the hot drink machine. "We are so grateful to the Hinsdale Hospital Foundation for agreeing to pick up the cost of this service," said Marin. "Now, no matter how busy the ED becomes, the nurses can provide an atmosphere of hospitality."

Mark Moy, M.D., a senior ED physician, lent his considerable talent and painted a mural for the area. Moy's mural adds a beautiful backdrop to the Comfort Station.

"The back wall of the Comfort Station was drab and blank, and I felt an optimistic and colorful outdoor scene would brighten things up," Moy said.

As a young man, Moy had pursued his art, but medical school, a family, and a successful career in emergency medicine put painting on a back burner. A year ago, he picked up a brush again and found that his skills were intact.

"It was my choice what to paint for the Comfort Station," Moy said. "After several considerations, I settled on the theme—a young girl among trees and flowers. It seems to set a cheerful mood."

The feedback from patients, family members, nurses, and physicians has been overwhelmingly positive. Nurses and techs are finding that they actually have a little more time to spend with the patients, which is gratifying to everyone.

"Ideas like this one will help us not only meet a patient's expectations, but exceed them," said Todd Werner, CEO, Adventist Hinsdale Hospital. "The Comfort Station is a true reflection of our SHARE customer satisfaction principles to sense people's needs before they ask and use compassion to create a positive experience."

Julie L. Busch, public relations specialist, Adventist Midwest Health