Achievement 3

ED Triage Assistant Position

During the focus group meetings there were many comments regarding the need for increased communication between the ED and patients/caregivers in the waiting room. This communication was seen as vital in terms of dissipating community frustration and anger at perceived long waiting times.

Comments included:

	The medical staff needed to explain more about what they are doing – people will be a lot more patient and understanding if they know what is taking place and why they are waiting.
	Because of the set up there is a real physical barrier between ED staff and the community – this leads to a lack of communication. There should be a personal, human touch in the waiting room.

	Long waiting times are not the main problem - the issue is, “being completely in the dark about what is taking place.”
	A suggestion to have a person who is able to liaise between the ED and waiting area providing information on why there are delays for non-urgent patients in the waiting room eg. a motor vehicle accident, heart attack etc.

In response to these comments, a Triage Assistant position has been funded in the waiting room area during the early evening. The ED Triage Assistant position is having a positive impact on the quality of care provided in the ED. This is evidenced by a significant decrease in the number of complaints received and an increase in positive comments from patients forwarded to the Director of the ED.

Flow on benefits for the staff are a reduction in staff stress and a reduction in the incidence of abuse reported by staff at the front desk in relation to waiting times.

The success of this initiative has been recognised by the Administration of the hospital by the presentation of a “Quality Improvement Award” to the ED.

The Triage Assistant position will achieve the following:

	Explain to patients and families the ED triage system.
	Explain delays in being seen (eg. arrival of Motor Vehicle Accidents)
	Explain ED visitor policies.
	Listen and respond to inquiries regarding the status of ED patients.
	Perform updates with patients and families on a regular basis.
	Escort families who may need special attention.
	Greet family members of ED patients – offer assistance as needed.

To increase communication in the waiting area a scrolling display has been installed.

As well as providing welcoming messages, updates and community injury prevention messages, the display also features approximate waiting times for non-urgent cases.

to turn the page click here