Service Quality and Communication in Emergency Department Waiting Rooms


The Clinical Excellence Commission (CEC) funded research into service quality and communication in emergency department waiting rooms. The research team was comprised of staff from Southern Cross University with applied skills and knowledge in organisational communication, culture, history, structures and operations.


The CEC and Southern Cross University are collaborating on developing educational materials to further progress this area in NSW. Sites interested in being pilot sites for this work are encouraged to email the Directorate of Patient Based Care and express interest.


Four emergency departments across NSW were involved in the initial research. Research findings highlighted the following improvement areas:

  • Staff communication and cultural awareness
  • Human resources and staffing
  • ED design and environment
  • Monitoring the ED waiting room
  • Triage
  • Signs and posters
  • Community awareness and knowledge
  • Patients and carers information and the ED waiting room experience
  • Safety and Security



  • Agency for Clinical Innovation / Emergency Care Institute 
  • Health Education and Training Institute

Key Dates

Pilot Sites

Implementation Sites


Related Initiatives

Further Details

To access the Report please visit:


Dr Karen Luxford
Director, Patient Based Care
02 9269 5515

Page Top | Added: 6 November 2013 | Last modified: 5 March 2015