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EXPERIENCE AND LEARNINGS FROM IMPLEMENTING IMPROVEMENTS IN REFERRAL MANAGEMENT AND DEMAND
With
Nalani Cox,
Program Manger (Assistant Director of Nursing ADON)
Referral Strategy and Performance,
Gold Coast Health, Queensland Health

PEOPLE IN HEALTH CARE SEGMENT
Filmed in Southport (Gold Coast) | May 2025

Nalani Cox joined Gold Coast Health in 2019 as a Nurse Manager focused on improving referral management processes within the outpatient environment through the implementation of the Clinical Prioritisation Criteria. This work became a focus point for the organisation in 2020 when Nalani led an organisational wide change project introducing Smart Referrals, Refer Your Patient website and HealthPathways which has culminated in her position as the ADON of the Referral Strategy and Performance Department.

Here she continues to improve and support the continuum of care and create improved clinical safety and transparency of referral management processes across Gold Coast Health. Nalani believes that working collaboratively with external care providers and staff across all levels of the organisation to drive change management, clinical redesign and promote shared understanding is critical in improving the patient journey through our complex health environment.

Prior to commencing this work, Nalani participated in the Australian College of Nursing (ACN) Mid-Career Nurse Leadership Program, which she describes as a catalyst for some of the most significant career achievements to date. Nalani is the deputy chair of ACN Brisbane Region Leadership team.

Source: Supplied

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