Shortlisted to Finals of Chairman's Awards:
Engage With You
Within the Ulster Emergency Department, staff strive on a daily basis to deliver high quality,
effective, efficient care.
The aim of the Emergency Department is to constantly evolve and improve care and have a
culture that welcomes all feedback.
The Emergency Department already receive compliments and complaints, however staff
wanted more 'live' information.
Feedback is gathered in a number of ways:
• A five minute phone call was carried out with a sample of
patients after their initial visit to the Emergency Department
• Simple questions gave a real feel for patient's
experience.
Patients were more than happy to give their positive experiences
and praise staff for the care being delivered.
Issues or concerns raised, were addressed in a more timely
manner and feedback often provided back to the patient,
ultimately improving the service.
Emergency Department volunteers were trained to source
feedback from service users again in 'real time'. Clear boxes
are located in the Main Reception area, to gather feedback from
patients and this is opened on a regular basis and the feedback
is shared with all staff.
Improvements included the provision of a snack trolley for patient and relatives during the out of
hours' time period and the development of rummage boxes and use of sensory bands.
A recent Focus of the Month on Paediatrics designed a feedback form to be completed by
parents. There has been an overwhelming response, with over 150 returns, and this information
is currently being collated to improve the Paediatric Service.
A 'Compliments wall' has now been introduced to the Emergency Department so staff and
patients will see the feedback and the next step is to have a 'You Said, We Did' wall to
demonstrate how Emergency Department embrace change and improve the service.
Emergency Department has taken feedback from nursing students and a student notice board
has been put together to welcome and inform nursing students.
Recently the Emergency Department has seen a huge increase in social media compliments
and as a department we really believe that it is as a result of actively seeking feedback.
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