The Minns Labor Government is investing $10.6 million to make patient experience officers available across all NSW hospitals, relieving pressure on busy clinicians and improving patient wellbeing.

Patient experience officers provide additional support in emergency departments (EDs) to patients, carers and their families.

These officers are the first point of contact for patients when they arrive.

They can provide advice and information on ED processes and waiting times to patients and their carers to help reduce stress and anxiety.

Importantly, this also eases the workload on our busy clinicians so they can focus on treating patients.

A recent evaluation report has shown the positive impact patient experience officers have had on both patients and hospital staffs' experiences and wellbeing in hospital EDs, as well patient health outcomes.

The Evaluation of the NSW Health Emergency Department Patient Experience Officer report found more than 85 per cent of respondents agreed the position was 'successful', 'moderately successful' or 'very successful', with patient experience officers rated highly for patient communication in the waiting room (89.7 per cent) followed by managing stress/anxiety (81.6 per cent).

Patient experience officers were first introduced in some NSW hospitals in July 2019 during a period of high demand in EDs. Following the success of the pilot program, patient experience officers are now available across all Local Health Districts and Specialty Health Networks.

The Minns Labor Government has a plan to relieve pressure on EDs and reduce wait times, through our budget emergency department relief package which will invest:

• $171.4 million to introduce three additional virtual care services helping 180,000 people avoid a trip to the ED;
• $100 million to back in our urgent care services to provide a pathway to care outside of our hospitals for an estimated 114,000 patients;
• $70 million to expand emergency department short stay units to improve patient flow to reduce ED wait times by nearly 80,000 hours;
• $15.1 million to for an Ambulance Matrix that provides real time hospital data to enable paramedics to transport patients to emergency departments with greater capacity and reducing wait times;
• $31.4 million to increase Hospital in the Home across the state allowing over 3,500 additional patients each year to be cared for in their home rather than a hospital bed; and
• $53.9 million to improve patient flow and support discharge planning by identifying patients early on that are suitable to be discharged home with the appropriate supports in place.

Quotes attributable to Minister for Health Ryan Park:

“Our emergency departments are under more pressure than ever before.

“When people and their loved ones arrive at a busy ED, it can often be a stressful and anxious event.

“Patient experience officers are there to welcome patients and their families, and provide support in difficult and challenging circumstances.

“I'm so pleased we are ensuring their role in our hospitals to continue to provide kind and compassionate care."

Quotes attributable to Patient Experience Officer Sunita Oberholzer:

“This is a rewarding role that allows you to really make a difference in the local community.

“Coming to work each day with the knowledge that I am going to positively impact many people's days has been an immense privilege.

“It is deeply gratifying to know that you are helping patients and their families feel more comfortable with their hospital experience, especially during stressful times. 

“This in turn creates a flow-on effect which improves the staff's ability to provide exceptional care."

For more information on the Emergency Department Patient Experience Program visit: https://www.health.nsw.gov.au/patients/experience/Pages/emergency-department.aspx