Customer Service Focus for Emergency Departments

15 Dec 2020 health

More support is now available to patients, families and carers presenting to Emergency Departments on the Central Coast, thanks to an Australia-first and award-winning focus on improving customer service.

Parliamentary Secretary for the Central Coast and Member for Terrigal 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,” Mr Crouch 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 they were well-equipped.


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


Mr 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 Gosford and Wyong Hospitals, mobile charging stations are now available, patient feedback kiosks are operational and Indigenous artworks are being displayed,” Mr Crouch said.


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