Collaborating with Consumers to Reduce ED Complaints

Camden and Campbelltown emergency departments were receiving a large volume of complaints. The emergency department (ED) teams, including nursing, medical and administration staff recognised the need to implement changes to enhance consumer satisfaction with the quality of the care and service provided.

The team established a strong partnership with consumers to improve a patient’s journey through the ED and achieve meaningful and sustainable results by meeting the needs and expectations of the community. 

The partnership with consumers resulted in a significant reduction in complaints. When compared with January 2017, the rate of complaints received reduced from 2.67 per 1000 presentation to 0.72 per 1000 presentations. This is despite a 5.64% increase in ED presentations over this period.