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 of 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 or 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 Consumer Feedback 90 79.5 79.5 80 64.2 70 60 50 40 26.5 30 14.6 13.9 20 6 4.6 4 10 0 Better understood how ED Signage displayed step they Better understanding of operated took what happens behind the ED doors Yes No Didn't know

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