Going to the emergency department can be a stressful experience for patients and their families, but a trial running at Lismore Base Hospital to improve the waiting room experience has been met with high praise from participants.
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Customer Service Manager Tracey Barker refers to her position as a ‘concierge’, and said she’s received waves of positive feedback from those visiting the hospital’s emergency department since the trial began late last year.
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“People just want to be heard and understand why someone else might go in before them, or where they can find a family member who has just been admitted to hospital,” she said.
“From our dashboard we are able to communicate in real-time with hospital staff and relay that information back to those in the waiting room about what to expect and the status of things like test results.”
Some of the other initiatives under the trial include:
- Access to free Wi-Fi, mobile phone charging stations, additional power points, water, refreshments and other essentials aimed at improving the waiting room experience;
- Tailored information sent to the patient’s mobile device about what to expect during their stay in the emergency department specific to their visit, and fact sheets on their particular condition/ treatment options as well as ongoing care after discharge, all available in multiple languages
Nationals Candidate for Lismore Austin Curtin and MP Thomas George launched the pilot program in November and visited this week to observe the success of the trial.
Mr Curtin commended the trial and the hardworking staff that have allowed it to become a success.
“Lismore Base Hospital provides some of the best clinical care in the world, this initiative is about improving the experience of people presenting to emergency departments while receiving that care,” Mr Curtin said.
“Lismore is the only regional hospital to take part in the trial, a testament to our state-of-the-art health facilities.”
