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Patient Experience Officer Emergency Department

Posted By rainxd88

"Patient Experience Officer Emergency Department"

About: St George Hospital / Emergency Department

(as a service user),

My father was in emergency department in the ward whilst my mother and I had to wait outside due to lack of room. Dad is elderly and there was concern he had sepsis so we were very anxiously waiting to be able to join him once he was allocated a bed.

The patient experience officer was very helpful in explaining where in the process dad was e.g. he's been picked up by the doctor, he's been seen by the doctor and she has ordered bloods. The officer's name was Rosamund "Ros" at St George Hospital.

Ros intermittently came to us with updates and eventually let us know he was in a bed and escorted us to him. I hope this position is funded to continue beyond 2024 as I feel it takes the anxiety of waiting in emergency for news of a loved one away. I believe it makes such a difference. I've been to emergency there without the officer and the contrast is incredibly vast.

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Responses

Response from Angela Karooz, General Manager, St George Hospital 7 months ago
Angela Karooz
General Manager,
St George Hospital

Submitted on 18/09/2023 at 12:34 PM
Published on Care Opinion at 12:41 PM

Thank you for taking the time to provide feedback on your recent experience at St George Hospital.

Emergency Departments can be very busy places at times and I was pleased to hear that our Patient Experience Officer was able to provide support and reassurance with regular updates whilst you waited for your father to be assessed and made comfortable in a bed. We are very fortunate to have dedicated people working at St George Hospital who are committed to providing quality health care to the community at all times. I have forwarded your kind words to the Head of Department and Nurse Manager of the ED to share with Rosamund and the ED team.

St George Hospital strives to provide a high level of service and patient care and it was heart-warming to hear the positive impact our Patient Experience Officers are having in supporting our patients, their family’s and the broader community.

Once again, thank you for sharing your experience with us.

Warmest Regards,

Ange Karooz

General Manager

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Update posted by rainxd88 (a service user)

Dear Angela,

Thank you for taking the time to respond to my email about the Patient Experience Officer in ED.

Fyi, my father was admitted into the hospital and stayed till the weekend. I want to further comment on how far I think St George Hospital has come in providing good patient and patients' family care. Dad is 89 years old and set in his ways. It is hard for him to be away from home. The staff in the various wards he was in were on the main kind and continued in the vein of Ros in ED. We, dad's family, are very grateful.

If one has to be in hospital, thank goodness for St George Hospital. Well done to you and your staff.

Kind regards,

rainxd88

Response from Angela Karooz, General Manager, St George Hospital 7 months ago
Angela Karooz
General Manager,
St George Hospital

Submitted on 21/09/2023 at 8:21 PM
Published on Care Opinion on 22/09/2023 at 8:46 AM

Dear rainxd88,

It is always pleasing to receive feedback on the efforts of staff, and I am delighted to hear that the kindness, empathy and compassion you both experienced in the Emergency Department continued throughout your father’s journey at St George Hospital.

I hope your father is feeling better and has made a full recovery. I wish you and your family all the very best.

Once again, thank you for taking the time to share your experience with us.

Kind Regards,

Ange Karooz.

General Manager

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