What matters to people using Poole Hospital Accident & Emergency?

Healthwatch Dorset has been finding out what matters most to people who use Poole Hospital Accident and Emergency (A&E), by carrying out 10 visits and talking to over 40 patients in the department.

Their report finds that while waiting times are important, there are also other factors that affect the quality of people’s experience in A&E, particularly the quality of communication with patients and their carers.

Most people who took part in the study were generally happy with the Poole Hospital A&E department and many praised the staff, who they understood were under pressure.

Recommendations

• People using A&E appreciated talking to Healthwatch volunteers during this project. The hospital should consider recruiting A&E volunteers who are visible in the department and available to answer questions.
• The Hospital should display clear and accessible information about the A&E process, so that people know what to expect and what they can do while they are waiting to be seen, for example if they can get food or a drink.
• A 'who's who' of staff should be prominently displayed around A&E, to help people understand who they are talking to and who they can ask for information or help.
• Several people wanted information about what happens after a visit to A&E. A leaflet and some online information would be helpful, including who to contact about follow-up questions and care.