Health Minister Brad Hazzard today announced a six-month trial at four
hospitals that will provide better amenities and more information to patients
and their families.
“Going to an emergency department to seek care or to support someone who
needs help is a stressful and even traumatic experience,” Mr Hazzard said.
“While the NSW health system already provides some of the best clinical
care in the world, the NSW Government is committed to doing everything we can
to make the experience itself more welcoming.”
The trial will begin in
November at Blacktown, Lismore, Liverpool and Nepean hospitals.
“Some of the best ideas are often the simplest – this is about making
people feel as comfortable and cared for as possible and providing families and
friends with a better experience while they wait for updates on their loved
The trial will introduce a patient experience
role to greet patients
and their loved ones
on arrival at emergency, and provide
information throughout each stage of their
care, including key information
on where to go, what
to expect during the visit and real time updates on
where they are in the
will complement the great work already done every day by emergency department staff, freeing up our doctors and
nurses to focus on clinical care
support more than 16,000 nurses, midwives, doctors, allied health professionals and hospital support staff which have been added by the NSW Liberals and Nationals
since coming to government.
Some of the other initiatives under the
The trial is based on successful
models in other organisations such
as Service NSW as well as hospitals overseas.
NSW Health has partnered with
Service NSW and the NSW Customer Service Commission to learn from
their experiences in delivering
improvements to customer service.
In 2018-19 the NSW Government is investing a record $22.9 billion in health, representing a $1.1 billion increase on the 2017-18 Budget. This includes $19.2 billion towards improving services
in NSW this year.