As Emergency providers, we thought we were communicating clearly with our patients and their loved ones. They arrive under stress, experiencing pain, and often don't know what will happen in the Emergency. We wondered: How can we help our patients feel better about being here? Through research and a literature review, we learned about a proven tool to help us communicate better with patients and improve their experience. This is our story about the patient experience at Grand River Hospitals Emergency Department. The current methodology for ED patient satisfaction measurement is to collect data through a standardized survey tool by National Research Corporation (NRC-Picker) a mailed survey to patients approximately 70 days within their completed ED visit. The turnaround time to make improvements that best affect the patient's ED experience using the NRC picker data response is too long.