Re-location of triage and reception in the Emergency Department at Torbay hospital
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This feedback report was created by Healthwatch Torbay to provide a summary of the engagement they undertook to talk with members of the public using the Emergency Department (minor injuries) at Torbay Hospital about its reconfiguration.
The work was done by Healthwatch Torbay as they were asked to talk to the public and patients visiting the walk-in part of the Emergency
Department (minor injury) by Torbay and South Devon NHS Foundation Trust. The discussion would clarify whether proposals for rearrangement of the space, to improve privacy, would be acceptable to the public and whether any comments might be helpful in determining the final design.
59 patients and accompanying carers contributed their views over three sessions through use of a questionnaire and informal discussions.
Findings from the engagement included:
- Most were pleased to take part and to contribute their thoughts, which, on the whole, were focused around their personal privacy and comfort and the feeling of uncertainty and anxiety when waiting for an approximate period without notification of progress.
- Comments on personal comfort included the lack of a water cooler (and the cost of bottled water) and the lack of newspapers or anything to read.
- The level of noise and difficulty in communication was often spoken about.
In answer to the question "Does the proposed re-arrangement address the issues?" there were six main areas identified:
Privacy: The majority of those interviewed considered that this was a key issue and that the new arrangement would work better.
Safety: This was difficult to confirm but there were no major issues raised.
Environment: It was felt that noise levels would not have such a high impact and communication should be improved. It did not address the difficulty in hearing when called.
People/staff flow: This was not clarified as the new arrangement of seating and the related location of treatment rooms were unknown but is a factor to be considered.
Comfort: Seating types and orientation might require a further analysis, wheelchair mobility and reduction in their being an obstruction was unknown but is a factor to be considered.
Information: Reception locating signs would remove uncertainty on entry. Also, any indication on waiting time progress would be appreciated.
The report does not contain a response from the service provider.