ED uses feedback to make improvements

Johnny Wells, Emergency Department Lead Matron, looked at Friends & Family Feedback in ED, the results of the CQC’s national annual Urgent & Emergency Care Survey and issues around ED staff experience in ED to identify areas that needed improvement. As a result of this feedback, multiple changes have been made.

“We’ve used this valuable feedback to introduce multiple quality-of-life improvements that patients can now expect to benefit from when they have to visit our department,” said Johnny. “For example, we now have a hot food menu and meal rounds to ensure that our patients don’t need to worry about where they will get their next meal while waiting for their emergency care, and snacks (supported by Volunteers) are also available 24/7.

“We’ve also revised the front door area, so patients are greeted by a senior clinician so quick decisions and redirections can happen even before patients register. This stops patients waiting for assessments and decisions when we can re-direct them early or resolve simple presentations. “Another innovation is our ‘Welcome to the Emergency Department’ leaflet, which includes a summary of where patients are seen and what to expect, encouragement to ask for pain relief, food and drink options and behavioural expectations. A similar discharge leaflet is now also available with details of transport and other forms of further assistance if required.

“Every innovation has been a tremendous team effort and is a great example of how we’re putting patients – and colleagues – first by listening to what they have to say in all the valuable feedback channels we already have in place.”

Other changes to the department include:

  • Volunteers handling telephone enquiries to free up nursing time to care
  • District Direct based in Dept to assist with social problems
  • Alzheimer’s UK staff to be based in the department