ED Patient Experience Transformation Wins Top Award from NSW Premier

The 2019 Premier’s Awards ceremony was held in Sydney on November 6 and representatives from Lismore Emergency Department were among the winners called up on stage. Improving the Emergency Department Patient Experience, a program ensuring emergency department patients feel welcome, safe and empowered, took out the award for “World Class Customer Service”.

The NSW Health-led initiative, which has been rolled out in the emergency departments at Blacktown, Lismore, Nepean and Liverpool hospitals, sees patients and their loved ones greeted on arrival to emergency. Information is then provided throughout each stage of 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. These simple enhancements have helped to reduce people’s stress and anxiety while waiting.

  • Providing World Class Customer Service team winner:
    • Improving the Emergency Department Patient Experience, Ministry of Health, Health WATCH THE VIDEO HERE

Other Premier’s Award winners included:

  • Building a Strong Economy individual winner:
    • John Dinan, Roads and Maritime Services, Transport
  • Building a Strong Economy joint team winners:
    • Aboriginal Employment Strategy, Public Service Commission, Premier and Cabinet
    • Revitalising Newcastle, Transport for NSW, Transport
  • Providing High-Quality Education individual winner:
    • Mark Trebley, NSW Ambulance, Health
  • Providing High-Quality Education team winner:
    • School improvement through HSC performance, West Wallsend High School, Education
  • Creating Well Connected Communities joint team winners:
    • Bella Vista Public School shared sporting facilities, School Infrastructure NSW, Education
    • North West Metro, Sydney Metro, Transport
  • Providing World Class Customer Service individual winner:
    • Professor Kate Curtis, Illawarra Shoalhaven Local Health District, Health
  • Tackling Longstanding Social Challenges individual winner:
    • Elizabeth Ervine, Aboriginal Housing Office, Planning, Industry & Environment
  • Tackling Longstanding Social Challenges team winner:

Work and Development Order Scheme, Department of Communities and Justice, Department of Customer Service & Legal Aid NSW, Stronger Communities

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