Allison’s focus on patient experience at RBWH
Allison Moffatt is Patient Experience Manager at RBWH
A career social worker, Allison Moffatt has spent her professional life empowering others. She now brings these skills and experience to her role at Royal Brisbane and Women’s Hospital (RBWH), working closely with patients, families and clinicians to improve the overall patient experience.
“The hospital system can be complex and confusing for patients and their families,” Allison said.
“My role is to help those with complex or specific needs—including people with disabilities, long-stay patients, and Aboriginal and Torres Strait Islander peoples—manage their healthcare journey.”
The Patient Experience Manager role was introduced earlier this year across all Metro North Health hospitals, including RBWH, and complements the high-quality care already delivered by clinical teams.
“Our medical, nursing and allied health staff do fantastic work to provide the best possible care for our patients,” Allison said.
“Since starting in this role, I’ve spent a lot of time meeting with Nurse Unit Managers and other leaders to understand how I can best support them and their teams with this.”
“These conversations are helping me identify bottlenecks and system issues, so we can work through them together and achieve better outcomes for patients, families and treating teams.”
Allison is also analysing patient survey data and complaints to identify opportunities to further improve the patient experience.
“While our staff provide excellent care every day, there are always opportunities to do better,” she said.
“One key focus is ensuring we check back with patients to confirm they understand the information we’ve provided—particularly around what they need to do once they are discharged.
“As post-hospital care often involves the support of loved ones, I’d also like to see the patient experience become more inclusive of immediate family members.”
Patients or family members at RBWH who have questions or concerns about their care are encouraged to raise them with their treating team. If concerns remain, there are many options, including engaging with the Patient Experience Manager, Allison.