Walsall Manor Hospital accident and emergency department communication survey

Healthwatch Walsall carried out a survey about communication in the accident and emergency department of Walsall Manor Hospital during May 2016. This survey was carried out in response to issues raised with Healthwatch Walsall by members of the public. As Walsall Manor Hospital was already placed into special measures in 2016, Healtwatch Walsall focused on the 'softer' aspects of the patient experience such as communication.

Key Findings - The shared waiting room for accident and emergency and the GP led urgent care centre caused confusion for 20% of patients. Long waiting times were a key area of concern for respondents with around 55% having no knowledge of the waiting time to be seen. A number of respondents felt there was a lack of communication in this area. Although most respondents felt they had been treated with dignity and respect, a number of comments were made concerning the failure of staff observing basic privacy measures and availability of staff to assist with the personal care of vulnerable patients. Although issues were raised with the above, generally people were happy with the quality of care they recieved and staff attitudes.

Reccomendations - Communication with patients about waiting times could be improved by giving an indicative waiting time when they register and ensuring the digital information screen is running continually. Consideration should be given to how to ensure interpretation services can be more accessible for patients whose first language is not English. Communication needs should be assessed and acted upton to ensure vulnerable patients are properly involved in their treatment. Staff should be reminded of the need to treat patients with dignity and respect at all times including shutting cubicle doors and ensuring there are enough staff available to assist with personal care. The practice of making patients wear hospital gowns whilst waiting in general areas where other patients are fully dressed should be reviewed so that patients are not left feeling vulnerable. Whilst there are many positive comments about staff, the negative attitude of some staff should be addressed. Customer care training, including refresher courses should be mandatory for all staff dealing with patients, and managers should monitor and address any issues of poor attitude which impact on patient care. Finally, consideration ought to be given to combining the two receptions for urgent care and A&E so that trained receptionists can direct patients to the appropriate service rather than patients having to make that distinction themselves. This would reduce the amount of complaints arising from being passed from one window to another and having to repeat all your information and make sure people are dealt with in a timely manner.