Enhancing Appointment Preparedness: The Role of Pre-visit Phone Assessments & Tours - LIGHTNING PASS 2025
This webinar will explore innovative strategies for improving child life service delivery in busy outpatient settings, with a focus on proactive assessment and care coordination to ensure emotionally safe experiences. Presenters will share practical tools such as pre-appointment phone scripting, preparation resources, and care team integration practices, along with real-world examples and feedback from families. Attendees will learn how to implement institutional changes, like automating resource distribution and integrating child life into provider workflows, to reduce patient distress and streamline care. The session will conclude with opportunities for continued growth, including expanding access to preparation materials through patient portals.
Suggested Domain: Assessment; Intervention
Credits: 1.0
Learning Objective(s):
1. By the end of this presentation, participants will be able to identify the benefits of pre-assessment interventions and advanced access to preparation resources to combat time constraints and high volumes often associated with outpatient settings.
2. By the end of this presentation, participants will be able to identify strategies for prioritizing which patients and families would most benefit from pre-appointment phone assessment and/or pre-appointment tour
3. By the end of this presentation, participants will receive examples of phone assessment scripting, preparation resources emailed to patients & families, and comfort plan templates
4. By the end of this presentation, participants will be able to advocate for interventions at the call-center & scheduling level that enhance child life intervention and quality of patient & family experience
Please note: All webinar content and its certificate will expire on June 9, 2028, regardless of when it is purchased, accessed, or completed. At that point, the contents will no longer be available in any form, including as an archive or as a PDU certificate. It is the responsibility of the learner to complete the contents and download and save the certificate for their records prior to June 9, 2028.
Kelsey Gregorio, CCLS, MS
Certified Child Life Specialist
C.S. Mott Children's Hospital
Kelsey is a Certified Child Life Specialist, who is currently working in the Ambulatory Clinics at C.S. Mott Children's Hospital. She has her bachelor's degree from The Ohio State University, with a master's in Child Life from Concordia University Ann Arbor. Kelsey thrives in the outpatient world, where her interactions are mostly procedure based, and spends a majority of her time supporting patients in the blood draw, orthopedic, and surgery clinics. Her favorite procedures to prepare patients for and support are percutaneous pin removals, injection teachings, and anorectal manometries.
Emma Hall, MS, CCLS
Certified Child Life Specialist
C.S. Mott Children's Hospital
Emma is a Certified Child Life Specialist at C.S. Mott Children’s Hospital in Ann Arbor, Michigan. She began her career at Mott as a resource child life specialist filling long-term leaves with the majority of her resource time in the PICU, NICU, and the Cardiac ICU. Two years ago, she transitioned to a position in MRI/ Radiology. In her clinical work Emma feels especially passionate about the power of preparation. She recognizes the importance of patient and family centered care and applying child life skills both in healthcare settings and camp settings to promote connection, healing and growth.
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