Results from the latest Bureau of Health Information’s Emergency Department Patient
Survey 2021-22 show the vast majority of patients rated their care in Gosford and Wyong
emergency departments positively.
More than 1,200 people who attended Central Coast emergency departments (ED)
completed the survey between July 2021 and June 2022.
Overall, a majority of patients surveyed (88 per cent) said they would rate the care they
received while in the ED as ‘very good’ or ‘good’. A majority (90 per cent) also said they
would rate the ED health professionals who treated them as ‘very good’ or ‘good’.
Central Coast Local Health District (CCLHD) Chief Executive Scott McLachlan said the
results were a testament to our local emergency department staff who continued to care for
patients and their community during a particularly challenging period.
“This survey was undertaken during a time that included the Delta and Omicron waves of
COVID-19, which presented significant challenges to health services across NSW, including
increased demand, additional safety measures and high numbers of staff furloughing,” Mr
“Despite these challenges, our staff have continued to provide high-quality, compassionate
and respectful care for our patients, and I would like to thank them for their incredible efforts
“A majority of patients surveyed recognised the dedication of staff, with 89 per cent saying
they were ‘always’ treated with respect and dignity and 84 per cent saying they were ‘always’
treated with kindness and care.”
Patients in ED are always triaged and seen according to the clinical urgency of their
condition. During busy times, those with less urgent conditions will experience longer wait
times when there are high numbers of seriously unwell patients being prioritised.
The District has implemented a number of strategies to improve the timeliness of care for
- Active recruitment campaigns to bolster our workforce.
- Where appropriate, actively working to support patient discharges earlier in the day,
reducing overall length of stay in hospital.
- Implementation of new models of care to support patients to receive the right care in
the right place earlier. This includes a new medical assessment unit model for
Gosford Hospital; Elderly and Frail Connected Care Pathway including inpatient and
community models to access specialised staff; and increasing Hospital in the Home
services as an alternative to admission.
Mr McLachlan said the survey results also demonstrated that a number of initiatives
implemented in local emergency departments in the past few years were helping to give
patients a more positive experience.
“This includes the placement of Patient Experience Officers (PEOs) in our emergency
departments who are dedicated to supporting the wellbeing of patients, families and carers,
helping them to navigate the emergency department. They are a consistent point of contact
and are available to answer any enquiries or address any concerns that may arise,” Mr
“For our Aboriginal community, we have also introduced Aboriginal Liaison Officers to not
only support patients and improve their health outcomes but support our staff to provide a
culturally safe and respectful space for both patients and staff.
“Additionally, we are improving the experience for our patients by providing comfortable
seating, clear signage, activities for children and installing a phone charging station. All these
things make a difference to the comfort of our patients being cared for in our emergency