Improving patient experiences in hospital emergency departments

Researchers from Charles Sturt’s School of Nursing, Paramedicine, and Healthcare Sciences collaborated with NSW Health to evaluate Patient Experience Officers (PEOs) in 51 emergency department (ED) waiting rooms. Demand for ED services in public hospitals has surged since 2021, with admissions increasing by 11 per cent. Population growth, workforce challenges and changes, increasing wait times, and patient and carer anxiety have all contributed to increased pressure on EDs across NSW. Violence and aggression towards healthcare workers has also risen.

PEOs are crucial in this stretched system, enhancing workplace efficiency by reducing workflow interruptions and delays in patient care. They assist with tasks that triage or clinical nurses cannot complete, improving patient experience and helping staff manage their workload, thus reducing wait times. The evaluation underscored the essential role of PEOs in emergency departments and provided key recommendations for care models, as well as supported the case for continued funding for this important role.