The Patient Access and Care Hub (PACH) team has been honoured with the Chief Executive Award at the 2024 Metro South Health (MSH) Staff Awards Gala for their exceptional work in optimising patient flow and ensuring timely access to care across the region. This award highlights the team's unwavering commitment to patient-centred care and their transformative impact on healthcare delivery.
Muireann Wynne, Director of Nursing, MSH Patient Flow and Central Clinical Services attributes the PACH team's success to their collaboration with broad spectrum of stakeholders—including Queensland Ambulance Service (QAS), Metro South Health facilities, frontline clinicians, other Health and Hospital Services, and external partners—saying that the team is setting a new standard for how healthcare systems can respond to surges in demand.
“The PACH team has been instrumental in ensuring that our patients are not just seen but are given the right care, at the right time, and at the right place," said Muireann.
“We bring together multiple sectors of healthcare to work as one cohesive unit, always with the patient’s needs as our top priority.”
One of the standout features of PACH's success has been their innovative use of real-time data. By leveraging information from QAS, hospitals, and other healthcare facilities, the team ensures a comprehensive view of hospital activity, ambulance arrivals, emergency department wait times, and bed capacity across the health service. This data-driven approach allows for rapid, informed decision-making, ensuring the optimal allocation of resources when and where they are needed most.
“Managing surges in patient demand is one of the most challenging aspects of our work,"
“But by coordinating with so many stakeholders across the health service, we can prevent bottlenecks, ensure patients are distributed efficiently, and ensure timely care delivery across all facilities."
“We truly feel like the ‘glue’ that holds the system together,"
“Our ability to step in and make sure that everyone is working in sync—ensures that patient care is never compromised, no matter the circumstances.”
Through their contributions, the PACH team has significantly improved both patient care and operational efficiency across the region. Their work in identifying hospital-avoidance opportunities, along with their expert management of capacity issues, has greatly enhanced the overall standard of care, not only for patients in the Emergency Department but for the entire health service.
“We take pride in knowing that our work has a direct, positive impact on patient care,”
“It’s not just about managing patient flow—it’s about creating a healthcare environment where patients always receive the care they need, when they need it.”
While the PACH team's efforts are often behind the scenes, their Chief Executive Award serves as an important acknowledgment of their hard work and dedication. For a team whose success is measured not in accolades but in the outcomes of their patients, this recognition has provided an uplift for morale and renewed energy as they approach the future.
“It was an incredible moment for all of us,” said Muireann.
“To be recognised in this way—by the Chief Executive and the board—was incredibly special. It means a lot to know that the work we do is valued not just within our team, but across the entire organisation.”
Looking forward, the PACH team is excited to continue their work of improving patient access and flow across Metro South Health. They are also expanding their capabilities to further support the facilities they serve, with plans to streamline reporting and data systems, which will enhance their capacity to make even more informed decisions.
“We are constantly evolving to meet the demands of the future,”
“Our commitment to improving patient care and operational efficiency is unwavering, and we are excited for what lies ahead.”
The PACH team’s commitment to excellence, collaboration, and innovation has set a new standard for patient access and flow management, and they remain at the forefront of revolutionising healthcare delivery for the future.