Improving the Patient Experience in Emergency Project Manager - - PowerPoint PPT Presentation

Improving the Patient Experience in Emergency

Project Manager – Alisha Bedggood (OH&S Manager) ED Project Team – Phil Catterson and Jodie-Ann See

26 October 2016

Innovation Project Outline.

Rational for Innovation Funding Submission

Address the 2013-14 priority area – Initiatives to enhance the communication with patients and visitors

• f waiting times and alternative options to ED care;

2012 BHS Checklist item number 22 - Are there adequately trained staff in the emergency department to communicate with patients and visitors on the likely waiting times and alternative sources for medical attention in cases of non-critical presentations; 2012 BHS Checklist item number 26 - Do your health service’s waiting rooms have signage, posters

• r information sheets communicating expected standards of behaviour.

The Past Patient Experience

Ballarat Health Services welcome message

“Ballarat Health Services will not tolerate violence or physical or verbal aggression towards its staff. If this occurs, police will be called and legal action taken.” The area was also cluttered, unclear patient information, over stimulation risk

The Design Solution

The UK Department of Health and the Design Council partnered with the NHS Trusts to develop a prototype and test solutions in operational emergency departments. Patient expectation v reality v perception UK project saw 50% reduction in low level aggression

The Design Solution

Patient experience process map installed in ED waiting room

The Design Solution

Slices used to guide the patient or other service user along their journey through ED

Busyness Barometer

Virtual GP Helpdesk

Patient Brochure

Patient Brochure

Patient Experience DVD

Training launch parallel with the project

• MOCA Training
• Informal change agents
• Staff engagement
• Dispelling an old perception of BHS not

doing anything about the problem

• We are all part of the solution

Pilot Survey

• 53 staff surveyed
• 151 patients/visitors/relatives surveyed
• 43% staff reported a reduction in threatening

behaviour/assault

• 26% reported reduction in non physical

aggression

• 49% staff felt ED was calmer and safer

Consumer Feedback

79.5 64.2 79.5 4 6 4.6 14.6 26.5 13.9 10 20 30 40 50 60 70 80 90 Better understood how ED

• perated

Signage displayed step they took Better understanding of what happens behind the ED doors

Consumer Feedback

Yes No Didn't know

Thank you.

Further information email alisha.bedggood@bhs.org.au