People seeking help at Tauranga Hospital’s Emergency Department now have access to a new kind of support – one built on lived experience, empathy and connection.

Peer support workers have been introduced into the ED, working alongside clinical staff to support patients experiencing mental health distress during what can be a highly vulnerable time, a media release said this week.

The initiative follows similar services already operating in hospitals across New Zealand, including Waikato, Middlemore and Auckland City.

For many arriving in crisis, the emergency department can feel overwhelming, but peer support workers offer time, understanding and a chance to be genuinely heard.

Rather than focusing on clinical assessment, they sit alongside patients, listen to their experiences and provide reassurance in what is often a fast-paced and high-pressure environment.

Health NZ Te Whatu Ora Bay of Plenty consumer participation co-ordinator Sherida Davy said the role centred on connection.

“Peer support is about that human connection – meeting someone where they’re at,” she said.

“It’s having someone there who can simply sit with you when everything feels like it’s falling apart.”

Early signs suggest the approach has already made a difference.

In one case, a peer support worker helped a young person feel safe simply by sitting outside their room and giving them space.

In another, a patient who had been trying to leave the department chose to stay and continue care after spending time with a peer support worker.

Feedback from patients and their whānau has also been positive, with many saying they felt less alone and more supported during difficult moments.

The service, which launched in March, has been rolled out in stages, with a focus on building strong relationships between peer workers and ED staff.

Davy said the response from clinicians had been welcoming.

“It’s been a real partnership. Taking the time to build those relationships has made the integration a positive experience for everyone.”

Delivered in partnership with external providers, peer workers can continue supporting patients after they leave hospital or connect them with other services.

The service currently operates during daytime hours, Monday to Friday, with plans to expand over time.

While formal evaluation measures are still being developed, early feedback suggests the initiative is already changing how people experience mental health care in the emergency department.

“Mental health care is about people,” Davy said.

“If someone leaves feeling heard, supported and less alone, that’s a powerful outcome.”