Redland Hospital has welcomed three new Healthcare Ambassadors. These skilled professionals are here to support patients, reduce stress, and help prevent disruptive behaviour in the hospital.
Acting Facility Security Manager Luke Irwin said the ambassadors would play a critical role in maintaining a safe and positive hospital experience.
“These highly skilled professionals are trained in proactive engagement, de-escalation, and patient-focused communication,” he said.
"Not all aggression in hospitals is intentional.
“Patients experiencing confusion, distress, or mental health challenges may react unpredictably," he said.
"The Healthcare Ambassadors are trained to interact with patients and visitors in a respectful, empathetic way while monitoring the environment for potential risks.”
“They aren’t involved in one-on-one patient specialling,” he explained.
“Instead, their expertise lies in identifying and addressing situations before they escalate, much like top-tier negotiators.”
Luke also reinforced the hospital’s stance on workplace violence.
"Any form of aggression or violence against our staff is unacceptable," he said.
"These ambassadors are here to help create a safer environment for everyone."
The program has already been successfully implemented in healthcare settings across Queensland.
Staff information sessions have been held to introduce the initiative, with more sessions planned. All staff are encouraged to attend to learn how the Healthcare Ambassadors can support their work.