New patient experience program at Moree Hospital

A SUCCESSFUL initiative aimed at improving each patient’s visit to hospital is coming to Armidale and Moree, with Northern Tablelands MP Adam Marshall today announcing both hospitals had been included in the State Government’s $8.5 million expansion of the Patient Experience Program.

Mr Marshall said both communities will receive an additional full-time staff member who would welcome and support patients on their arrival to the each hospital’s Emergency Department.

“This is a huge win for patients and better healthcare in Armidale and Moree,” Mr Marshall said.

“A visit to Emergency can be a very anxious time for both patients and carers, especially if they have to wait an extended period to see a doctor.  

“To ease that worry, at Armidale and Moree, a Patient Experience Officer will soon greet patients on arrival and help 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 customer service 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.

Northern Tablelands MP Adam Marshall at Moree District Hospital, where a new Patient Experience officer will soon be employed to provide better care for patients when they present to the Emergency Department.

“The recruitment of these exciting new positions is already underway with the new service expected to commence later this year.”

Mr Marshall said the arrival of the program would also see waiting rooms enhanced at Armidale and Moree, with access to free Wi-Fi and mobile phone charging stations.

“This program is about ensuring people feel cared for and empowered while they are going through this vulnerable period,” he said. 

“To support that effort, waiting rooms will have free Wi-Fi, mobile phone charging stations, additional power points, water and other refreshments available.

“Also, information will be sent to the patient’s mobile device about what to expect during their stay and fact sheets on the patient’s particular condition and treatment options will also be available.”

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

Media Release: May 21, 2020