Logan Hospital has welcomed Katrina Poulton and Kate Angus as new Consumer Liaison Consultants whose roles are designed to strengthen how we respond to and learn from consumer feedback.
Katrina and Kate provide clinical advice and leadership in managing feedback, ensuring patient concerns are reviewed through a clinical lens. Their insight helps verify whether care was appropriate, clarify treatment decisions, and identify opportunities for service improvement.
“Having a clinical perspective means we can explain the medical context behind feedback and ensure our responses are informed and compassionate,” said Katrina. “It’s about combining empathy with evidence.”
Common themes in feedback include access and wait times for appointments or surgery, as well as communication. Health literacy can also play a major role, particularly in Logan’s diverse community.
“Our role allows us to explain medical terms in simpler language,” she said. “When patients understand their care, their confidence in our service grows.”
Both consultants bring with them a varied wealth of clinical and service experience.
Kate who spent her early nursing career in haematology and oncology, has worked for 16 years with Forensic Pathology supporting bereaved families in the coronial system.
Katrina, a registered nurse born and raised in Logan, discovered her passion for advocacy through patient feedback roles at Metro South Oral Health and Princess Alexandra Hospital.
“I’m proud to support the community I grew up in and help build a culture of transparency and compassion,” said Katrina.
She also shared one recent experience where a parent was distressed about their child’s treatment.
“By taking time to explain the clinical context and engaging the treating team, we helped reassure the family that the care was appropriate. It reminded me that behind every complaint is a person who’s scared or overwhelmed and when we respond with empathy, we restore trust.”
The team plans to visit wards and departments in the coming months to introduce themselves and support the rollout of Patient Reported Experience Measures (PREMs).
“Our aim is to ensure every patient feels seen, heard, and supported,” said Katrina. “Sometimes it’s the smallest gestures, listening, eye contact, or following through that make the biggest difference.”
If you or your team receive consumer feedback, the Consumer Liaison Service is here to help. Reach out to connect with Katrina and Kate for advice or support.