Enhancing quality and efficiency: The impact of patient experience officers on teamwork and staff experience in Australian emergency departments.
- Publisher:
- ELSEVIER SCI LTD
- Publication Type:
- Journal Article
- Citation:
- Int Emerg Nurs, 2026, 84, pp. 101718
- Issue Date:
- 2026-02
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BACKGROUND: The Patient Experience Officer (PEO) position was implemented into Emergency Department (ED) waiting rooms to address increased rates of occupational aggression and improve patient experience. Rising ED presentations have lengthened patient wait times, increased risk of clinical deterioration and aggression and violence towards ED staff. METHODS: This study used a mixed-methods approach including staff surveys, focus groups and semi-structured interviews with a range of ED staff. Data was analysed using content analysis and descriptive statistics. RESULTS: Staff benefit from the PEO's presence in the waiting room through improved communication with patients, fewer disruptions and humanising the atmosphere within the traditionally chaotic ED environment. Workflow and teamwork is improved through preparing patients for treatment, supporting ED clinicians in managing the waiting room and streamlining processes. The PEO position improves patient safety for those in the waiting room through proactive escalation of possible deterioration and early communication with patients, which decreases aggression and anxiety. CONCLUSION: Based on this evaluation, the PEO position contributes to improving the safety of staff and patients by providing an important point of contact, a calming presence for patients and, supporting ED staff through improved communication, and escalation of care needs.
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