New patient experience officers at Hornsby Hospital’s emergency department (ED) are changing the atmosphere for waiting patients and their families.

Similar to a concierge service, Keith Moir and Rebecca Clark (pictured on the front cover) warmly greet patients and their carers when they arrive to ED.

While the patient is waiting, Keith or Rebecca will explain where the amenities are, show the free mobile phone charging station and have a chat to put the patient at ease.

"The best part (of my role) from my point of view is that it feels like you can make an impact for the hospital and the patient," Keith said.

"Most patients are pleased that they are greeted and made to feel welcome.

"We try and put the patient at ease and make them feel that they are in the best place for care. If possible, we try and get them to have a laugh and relax."

The introduction of Keith and Rebecca has had a positive impact on the ED, with patients surveyed stating they were very impressed with the care through ED.

The emergency department’s Nurse Unit Manager, Rosalyn Ferguson, said: "The patient experience officers have had a very positive effect on all staff in the ED. They have brought to the fore the difference a positive patient experience has on all not just the patient. They are able to capture and improve the wonderful culture in this ED."