QEII is bringing people-centred solutions to the hospital’s front line thanks to the Queensland Health Ambassador Program.
Stationed at the Emergency Department and Ward 4B, the dedicated Healthcare Ambassador team provide ancillary support through patient-focused communication, and proactive engagement and de-escalation techniques.
Their presence plays a vital role in maintaining a peaceful, safe, and people-focused hospital experience for patients, while proactively reducing stress and de-escalating tension.
Equipped with a friendly face and a helping hand, the ambassadors are at the ready day and night to support patients who are feeling confused, lonely or overwhelmed in the hospital environment.
“Hospital can be a scary place for people. Some will be triggered by past memories, so we’re there to give them a little bit of comfort, help with anxiety and de-escalation,” said Healthcare Ambassador Rachel Mateo.
“If we can help them to find out what’s wrong, what’s upsetting them, and what we can do to help them better progress through the hospital, that’s what we’re here for as ambassadors,” she said.
The highly skilled team of seven brings decades of experience and insight to the QEII program, with backgrounds in a diversity of roles.
“One of our strengths as a team is that we all have such diverse backgrounds,” said Rachel.
“The experience everyone brings give us a diverse understanding of how to negotiate with people with compassion and understanding, and we all work to our individual strengths and personalities.”
The QEII program launched in September 2023 and continues to make an incredible impact on both patients and staff.
With positive feedback flowing in from the ED and wards, Rachel and the team look forward to seeing the QEII program continue to grow to reach more of the campus.
“We would love to see the program progress out to the other wards, because the feedback from all areas has been really positive,” explained Rachel.
Special thanks to QEII's Healthcare Ambassadors Rachel, Andrea, Q, Conrad, Cheryl, Kammini and Rod for your dedication to the QEII community.