For Griffith’s Sarah Grant, that feeling came when she was comfortably settled in her career at Griffith Base Hospital. An administration specialist, Sarah had worked in maternity, the outpatient specialist clinics and was now supporting the hospital’s bed manager with rostering and sick leave.
Then a new position was created. The Patient Experience Officer would work in the Emergency Department (ED), supporting patients and their families and carers.
And there it was. Sarah had a feeling, and it was too big to ignore.
“I just knew I was meant to be in this role,” said Sarah. “It was a big deal for me personally to make the decision to put myself forward, because it was very different from anything I had done before.”
To be a Patient Experience Officer you need to be kind, understanding and approachable. You need to be a good listener and a clear communicator. Sarah has all of that in spades.
“Emergency Departments can be overwhelming; people are not at their best. But I love people and I love helping people.
“As a mother I have been there with my children, and as a family we have been there due to a trauma. I also have a brother with special needs. So, I have that scope of experience, and a personal perspective that gives me the empathy needed for this role.”
For a Patient Experience Officer, every day is different but basically the same. Sarah makes sure patients and carers are comfortable and supports them to ensure there is a clear, direct line of communication, they know what’s going on and they feel comfortable asking questions.
“I help them to understand complex information and what they can expect – I go into each conversation to firstly find out what they already know and then find out if there anything else they want to know, or what can I do to make them feel more comfortable. There’s lots of chatting, warm blankets and tea and coffee.
“Just reassuring them that they are being cared for by an amazing team, who are approachable and always happy to help, it makes those long waits easier and decreases people’s anxiety.”
When children are in the ED you’ll find Sarah colouring in, bubble blowing and providing lots of comforting reassurance, giving parents the chance to make phone calls or speak to the medical staff.
“It’s a lot for small child - the uniforms, the masks. Recently I had a young boy come in. I could sense the overwhelm so I found him a soft teddy and a blanket and we did some colouring in together. When he was ready to go home I gave him a bravery award.
“He sent me a thankyou card and I was so glad that his memory was that he was safe and comfortable.”
Going above and beyond for her patients just comes naturally to Sarah.
“I’ve been on a wild goose chase for red cordial for a palliative care patient, and chased down a carrot for a child with sensory needs. One day we had a traveller present who needed to stay with us for a few days. I booked his dog into pet accommodation and contacted police who checked on his caravan.
“I also had a lovely patient who was admitted, and as he was leaving ED to go to the ward he told me it was his birthday in 2 days, and to come and visit him. The look on his face when I turned up was something I will never forget.”
As a sensitive person who is attuned to the emotions and energy of people, Sarah is aware of her need to recharge and refuel to make the best use of her gifts.
“It’s important to consider your own wellbeing in a role like this. I have my own little self-care rituals – like winding down with a cuppa and spending time with family and friends. Sometimes I just kick off my shoes and go for a walk on the grass.
“The ED Nurse Unit Manager is amazing too, she is always available to provide support if I need it. The whole ED team is actually incredible, they’re just a like a big family. I am really proud to be a part of the team and able to support them to care for our patients.
“You don’t always know what to say. For some moments in life there are just no words and nothing makes sense. So sometimes in the hardest moments, when someone is really overwhelmed, I just take them for a walk outside and say ‘let’s look at the sky’ and we get through it together.
“I feel really grateful to have this role, and in a community like Griffith where people stop you in the street to say thank you, you are constantly reminded that you are making a positive difference.”
