We have a customer service "patient ambassador" program that we have been piloting for one year and is extremely well received by our patients.  PRC scores are soaring with compliments.  Although it is not new to the best practice it is working wonderfully.  It is coordinated with our director of customer service and the volunteers selected are interviewed by customer service and hand selected to make sure they are representative of the mission and the focus is the care and comfort of our patients.  They add the extra touch of providing a magazine, newspaper, getting the patient a tooth brush, hair comb, hand lotion....the items are provided at no cost to the patient as they are donated by volunteers, staff, etc.  and stored on the unit.  The last resort is a small budget for the volunteer to purchase a missing item from the gift shop if it is not in the unit box.  Sometimes the patient just wants to talk.  The volunteer is there and conveys necessary needs to the appropriate clinical staff prior to leaving for the day.