Nurses, doctors, administration and support staff working in Northern Rivers Hospitals' emergency departments (EDs) received an early Christmas present today when the latest patient experience survey results revealed a positive scorecard.

The Bureau of Health Information’s Emergency Department Patient Survey provides a snapshot of the experiences of 2,449 patients who attended Northern NSW Local Health District’s (NNSWLHD) EDs from July 2024 to June 2025.

Nine in ten patients surveyed (90 per cent) rated the care they received as ‘very good’ or ‘good’, with the vast majority (93 per cent) rating the ED health professionals who treated them as ‘very good’ or ‘good’. Lismore Base Hospital's scorecard was excellent, with scores in the 80 per cent range; however, they were lower than most hospitals in the NNSWLHD.

Healthcare teams were also praised for their compassionate approach to care, with 87 per cent of respondents indicating their health professionals were ‘always’ kind and caring, and 86 per cent saying the staff they met on arrival were ‘polite and welcoming’. 

Cleaners were once again recognised for their excellent efforts in contributing to a positive patient experience, with 88 per cent of patients agreeing the ED treatment areas were ‘very clean’, the highest result in the state.

NNSWLHD rated significantly higher than the state average in 25 key measures, the most of any local health district, including those relating to care, communication, kindness and environments.

Northern NSW Local Health District Chief Executive Tracey Maisey said creating a positive patient experience was a team effort and praised the collaboration between all staff involved in patient care and support.

“I’m incredibly proud of all our healthcare staff for the kind, skilled and attentive care they provide to our patients, and I include all our support staff, such as administration staff, cleaners, wardspeople, linen and kitchen staff, in this as well.

“You cannot deliver excellent care without everyone working to a shared goal, which is getting the best outcome for our patients, and that’s what our teams are doing here,” Ms Maisey said.

“We know how important it is to make sure patients feel comfortable and listened to when they’re in our facilities, so it’s wonderful to see these sentiments reflected in the patient survey.”

Several hospitals, including Ballina, Byron Central, Maclean and Tweed Valley, received a number of results significantly above the NSW average, across areas from overall care and treatment, to teamwork, communication and cleanliness.

Murwillumbah District Hospital recorded 28 results significantly above the state average, more than any other hospital in NSW. Of respondents, 94 per cent of patients said their health professionals were ‘always kind and caring’, the top result in the state. 

Byron Central Hospital was once again given the top score in the state for cleanliness, with 97 per cent of patients agreeing the ED was ‘definitely clean’.

Individual hospital highlights:

BALLINA DISTRICT HOSPITAL: 

• 91 per cent of patients rated the overall care they received as ‘very good’ or ‘good’.
• 95 per cent rated the health professionals who treated them as ‘very good’ or ‘good’
• 79 per cent agreed they ‘definitely’ received safe, high-quality care.
• 84 per cent said they ‘definitely’ had trust and confidence in the ED health professionals treating them.

BYRON CENTRAL HOSPITAL:

• 92 per cent of patients rated the overall care they received as ‘very good’ or ‘good’
• 94 per cent rated their health professionals as ‘very good’ or ‘good’.
• 86 per cent said staff were ‘always’ kind and caring
• 97 per cent of patients said the ED areas were ‘definitely’ clean

In total, Byron Central Hospital recorded 11 results significantly above the NSW average.

CASINO & DISTRICT MEMORIAL HOSPITAL: 

• 95 per cent rated the overall care they received as ‘very good’ or ‘good.’
• 96 per cent rated their health professionals as ‘very good’ or ‘good’. 
• 83 per cent agreed they ‘definitely’ received safe, high-quality care.
• 89 per cent said the staff they met on arrival were ‘definitely’ polite and welcoming. 

GRAFTON BASE HOSPITAL:

• 86 per cent of patients rated their overall care as ‘very good’ or ‘good’.
• 90 per cent rated the health professionals who treated them as ‘very good’ or ‘good’.
• 84 per cent said the staff they met on arrival were ‘definitely’ polite and welcoming.
• 87 per cent of patients said they were ‘always’ treated with respect and dignity.

LISMORE BASE HOSPITAL:

• 83 per cent of patients rated their overall care as ‘very good’ or ‘good’.
• 88 per cent rating their health professionals as ‘very good’ or ‘good’.
• 84 per cent said the health professionals were ‘always’ kind and caring. 
• 85 per cent of patients said they were ‘always’ treated with respect and dignity.

MACLEAN DISTRICT HOSPITAL: 

• 93 per cent of patients rated their overall care as ‘very good’ or ‘good’, and their health professionals as ‘very good’ or ‘good’.
• 90 per cent said the health professionals were ‘always’ kind and caring
• 85 per cent agreed they ‘definitely’ received safe, high-quality care.
• 92 per cent of patients said the ED areas were ‘definitely’ clean
• In total, Maclean recorded 13 results significantly above the NSW state average.

MURWILLUMBAH DISTRICT HOSPITAL:

• 96 per cent of patients rated the overall care they received as ‘very good’ or ‘good’.
• 98 per cent rated their health professionals as ‘very good’ or ‘good’.
• 89 per cent agreed they ‘definitely’ received safe, high-quality care.
• 94 per cent said the health professionals were ‘always’ kind and caring
• 93 per cent of patients said the ED areas were ‘definitely’ clean
• In total, Murwillumbah recorded 28 results significantly above the NSW state average.

TWEED VALLEY HOSPITAL:

• 91 per cent of patients rated the overall care they received as ‘very good’ or ‘good’.
• 93 percent rated their health professionals as ‘very good’ or ‘good’.
• 85 per cent agreed they ‘definitely’ received safe, high-quality care.
• 91 per cent said the health professionals were ‘always’ kind and caring.
• In total, Tweed Valley recorded 14 results significantly above the NSW state average.