Stress to be reduced in hospital emergency departments

Wyong Hospital SignThe entrance to Wyong Hospital on the Central Coast.

More support is now available to patients, families and carers presenting to emergency departments at Wyong and Gosford hospitals, thanks to an Australia first and award winning focus on improving customer service.

Parliamentary Secretary for Central Coast, Adam Crouch, said new Patient Experience Officers would reduce the stress of many patients when visiting the unfamiliar surroundings of a hospital.

“Based in emergency department waiting areas, these men and women in bright red shirts are on hand to provide support, help people who are lost, de-escalate situations, answer questions and calm nerves,” he said.

“They are tasked with being customer focused, helping people navigate the sometimes complex emergency department and being a point of contact should there be delays or any concerns arise.

“Before beginning work, each Patient Experience Officer received specific training from NSW Health, Central Coast Local Health District and Service NSW to ensure that they were well equipped.

“These friendly faces are now on duty seven days a week at Wyong and Gosford Hospitals between 10am and 8.30pm.”

Crouch said the six Patient Experience Officer positions are in addition to a range of improvements to emergency departments.

“New and more comfortable chairs have been installed in waiting areas at Wyong and Gosford hospitals, mobile phone charging stations are now available, patient feedback kiosks are operational and indigenous artworks are being displayed,” he said.

“In response to patient feedback, new way finding signage has also been installed at Gosford Hospital to help visitors understand how the emergency department ‘system’ works.”

Media release, Dec 15
Parliamentary Secretary Central Coast, Adam Crouch