Robina Hospital’s Transfer Unit and Patient Shuttle Service are celebrating one year of operation, marking a major milestone in delivering safer, smoother and more supported patient care.
Since opening in April 2024, the Robina Transfer Unit has provided a vital space for patients transitioning out of the Emergency Department, offering a more comfortable environment while freeing up beds for those needing critical care. Throughout the past year, the unit has supported more than 6,430 patients, significantly improving hospital flow and patient experience.
Launched alongside the Transfer Unit, the Patient Shuttle Service has continued to grow from strength to strength, providing more than 1,800 safe journeys home for patients since April 2024. Staffed by registered nurses, the free shuttle now transports more than 150 patients each month, saving money and freeing up ambulance resources.
Transfer Unit Nurse Unit Manager Helena Moore said the success of both services reflected the team’s commitment to improving the journey between hospital and home.
"Every patient deserves a safe, supported discharge," Helena said.
"The Transfer Unit and Shuttle Service have changed the way we care for patients and the feedback has been overwhelmingly positive.
"The service has increased positive patient outcomes and it’s been so rewarding to see patients get from the hospital to home safely," Helena added.
"We look at many cases individually to support patients and ensure they are able to access our services and have a safe and enjoyable shuttle to and from each location."
The Shuttle Service proved especially critical during ex-Tropical Cyclone Alfred, when the team safely transported 14 patients between Varsity Day Hospital, their homes and alternative care locations during challenging weather conditions when no public transport or taxi services were available.
The shuttle service continues to operate over public holidays, ensuring patients have access to essential support year-round.
Enrolled Nurse Sharon Hosking said the shuttle service has become much more than just a mode of transport.
“The shuttle has been incredible. Our patients are so grateful to have help getting home safely. We make sure they’re not just dropped off — we walk them to their door and check that they’re safely inside before we leave,” Sharon said.
“I’ll never forget one patient who invited me to wait at her front door while she put the kettle on and organised biscuits and a cuppa for us. Moments like that remind you how much these small connections mean.
“The shuttle is making a huge difference. It’s saving patients the cost and stress of arranging other transport options, which can be really hard for those on a pension. With other services, patients often have to book two weeks in advance and hope everything goes to plan. Our shuttle is ready to help as soon as they’re discharged.
“I love supporting patients on the shuttle — it’s my passion. We have great chats and plenty of laughs. For some patients, it’s one of the few chances they get for a friendly conversation, and it really helps ease feelings of loneliness and isolation.”
The first birthday celebrations at Robina were filled with smiles and plenty of familiar faces. Some of the original patients who first took the shuttle home when the service launched were there, chatting and grinning as they boarded once again for another journey.
The original shuttle drivers, nursing escorts, and Transfer Unit staff were also there, catching up and reflecting on how far the service has come in just one year.
The Shuttle Hub and Transfer Unit were brightened with colourful balloons lining the walls, adding a festive touch to the day. Patients, staff and visitors came together to share in the occasion, swapping stories and celebrating the friendships built along the way.
The Shuttle Service is proudly operated by the Gold Coast Hospital Foundation, together with the Robina Transfer Unit and in collaboration with Volunteering Gold Coast.
Gold Coast Hospital Foundation Chief Operating Officer Joe Hanlon said the partnership and the positive impact of the service has been significant.
"We immediately recognised the patient benefits and impact on workflow when we explored the opportunity to support this initiative. One year on, it's incredibly rewarding to see the results. It's a true credit to everyone involved, who have shown exceptional dedication and passion for serving our patients and the community.
These outcomes, along with the positive feedback, now allow us to explore how we can optimise the service across a broader Hospital and Health Service landscape — safely moving patients within our facilities and back home."
A beautiful birthday cake took centre stage, enjoyed by everyone who had played a part in making the service a success – a sweet reminder of the care, connection and teamwork that have defined the past year.
The combined services have delivered an estimated $482,424 in savings by reassigning transport previously allocated to Queensland Ambulance Service or private taxis. Patient transport times have also significantly improved, with patients now waiting an average of just 35 minutes compared to two–three hours under previous models.
As the Robina Transfer Unit and Shuttle Service look to the future, the team remains committed to enhancing patient care and continuing to build on the extraordinary foundation laid in their first remarkable year.
