NSW Patient Experience Program Coming to Liverpool Hospital

State Member for Holsworthy, Melanie Gibbons MP, announced that patients at hospital emergency departments and COVID-19 Clinics in Liverpool will soon benefit from an $8.6 million expansion of the NSW Government’s Patient Experience Program, which is the first of its kind in Australia.

An additional 86 full time equivalent staff will be recruited to 50 hospitals across NSW, with facilities operating COVID-19 clinics a priority, including 2 at Liverpool Hospital.

“This program will help to create a better customer experience for everyone who needs to use our emergency departments.

“Patient Experience Officers will greet patients on arrival and help to guide them through their care, providing information on where to go, what to expect, and updates on appointment queues.

 “Patient Experience Program staff receive specific training from the NSW Ministry of Health Patient Experience Team, Service NSW, and their Local Health District, to ensure they are well qualified to provide this extra support to patients, carers and visitors.” Ms Gibbons said.

Minister for Health and Medical Research Brad Hazzard said the recruitment of new positions is already underway, and there has been overwhelming interest to participate in this exciting program.

“This program has already been immensely valuable at the pilot sites, and extending this extra support across NSW is very timely as we continue to combat COVID-19,” Mr Hazzard said.

As part of the program patients receive:

  • access to free Wi-Fi, mobile phone charging stations, additional power points, water and other refreshments
  • information sent to their mobile device about what to expect during their stay
  • fact sheets on their particular condition/ treatment options
  • ongoing care instructions after discharge, available in multiple languages.

 

Advice in multiple languages will also be given on safety, hygiene and COVID-19 symptoms.

The funding boost to the Patient Experience Program is part of the NSW Government’s $800 million investment to support the health system’s response to the COVID-19 pandemic.

For more information visit: https://www.health.nsw.gov.au/Performance/Pages/experience.aspx