ED patient experience transformation wins top award from NSW Premier

Representatives from Blacktown, Lismore, Nepean and Liverpool Emergency Departments accept the 2019 Premier’s Award.  

A program ensuring emergency department patients feel welcome, safe and empowered has been recognised at this year’s Premier’s Awards.

The NSW Health-led initiative, which has been rolled out in the emergency departments at Blacktown, Lismore, Nepean and Liverpool hospitals, won an award in the patient experience category.

The program introduced 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 queue.

Enhancements such as Wi-Fi, charging stations and refreshments were also introduced.

Blacktown Hospital Emergency Department director Dr Reza Ali said patients are much better informed while they are waiting for treatment thanks to the program.

“A few simple enhancements have certainly helped to reduce people’s stress and anxiety while waiting,” Dr Ali said.

“We’re honoured to be part of this program. I’d like to acknowledge NSW Health and the extraordinary leadership shown by Blacktown Hospital staff Di Lyons, Camille Dooley and clerical teams for implementing this project.”

Western Sydney Local Health District chief executive Graeme Loy said the program has complemented the great work already provided by emergency department staff.

“It’s a new era for Blacktown Hospital’s emergency department,” Graeme said.

“In August this year we opened the hospital’s brand new emergency department as part of the $700 million Blacktown and Mount Druitt hospitals expansion project.

“This award-winning patient experience project, combined with brand new facilities and a new security improvement trial starting next week, has put Blacktown Hospital at the forefront of emergency care in NSW.”

NSW Health Deputy Secretary Patient Experience and System Performance Susan Pearce congratulated the hospitals and teams involved in the program.

“The simple things do make a difference but that doesn’t mean that there hasn’t been a lot of hard work and complexity behind the scenes,” Susan said.

“Thank you very much for your commitment.”

The Premier’s Awards are an annual event that recognises the fantastic work being done in NSW public sector.

To view the list of winners, visit: http://premiersawards.nsw.gov.au/winners.html#winners-annouced