Next time you are visiting the Emergency Department of Goulburn Base Hospital, you will be greeted by the friendly face of Jamie Lee Sturgiss, the newly-appointed patient experience officer.
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She is there to ensure that the patients and their family members feel comfortable and are well-informed about their care journey.
"Before joining this role, I researched other sites with similar roles and implemented it in the best possible manner here. I greet patients in the waiting room and then follow them through to the emergency department," she said.
Not just the patients, she also offers support to the family members.
"I make sure that like the patient, the family is happy, comfortable, and informed. If a patient is in the emergency department, I meet families in the waiting room, keep them up-to-date with what is happening and make sure they are looked after," she added.
She follows up with the patients in the ward to understand how their journey has been and then shares that feedback on compliments and any suggestions that the patients and family members have with the clinical staff.
"Every day brings new excitement and challenges and no day is the same. I enjoy meeting new patients and family members on a daily basis," she said.
She moved from Wollondilly shire to Goulburn around 10 years ago and has experience in customer service.
Hospital's operations manager Mathivanan Sakthivel feels said that the role helps in keeping patients and their family members calmer and up-to-date with information during wait time at ED presentations across NSW.
"In Goulburn, we want to ensure that people receive communication regularly. Due to COVID-19, it's an anxious environment for a lot of people. Jamie and her team looks after the current situation."
A survey will also be conducted on regular basis to get the feedback of patients and staff if the new role is having a positive impact on patients and staff.
Meanwhile, to improve the ED environment, charging points for the patients have been set up, and aftercare information is being given electronically as well.
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