Executive Summary

The Emergency Department – A Consumer’s Focus project was funded through the South Australian Government’s Primary Health Care Initiatives Program.

A total of $26 500 was allocated to the Emergency Department, Lyell McEwin Health Service.

The project partners, the Lyell McEwin Hospital and the Northern Metropolitan Community Health Service, worked together to explore community needs in relation to acute care services at the Lyell McEwin Campus and identified ways in which the Emergency Department (ED) could respond more effectively.

Consultation mechanisms included:

	undertaking twelve focus group discussions with consumers in the Northern Metropolitan area
	the placing of a Suggestion Box in the waiting room area to provide an even greater cross-section of the community with the opportunity to provide feedback
	promoting the project through the Adelaide Northern Division of General Practice newsletters – interested General Practitioners were invited to contact the project officer
	holding focus group sessions with staff of the Lyell McEwin ED
	providing feedback from the ED focus groups to the initial consumer groups
	discussing issues with other service providers with knowledge of the difficulties experienced by consumers in accessing the ED.

A wide range of issues were identified and key issues included:

	the need for more communication and personal contact between ED staff and patients/family members/carers
	the need for improved facilities for patients, children, family members or carers in the waiting room area
	a greater understanding on the part of ED staff in regard to the needs of people from culturally/linguistically diverse backgrounds
	the importance of community awareness raising of the role of the ED and Triage system
	that even though the work of the ED staff is valued and highly regarded there is often frustration on the part of patients/family members at perceived long waiting room times.

Using knowledge and awareness developed through the consultations, the project team identified and implemented strategies to address the issues. These strategies included:

	development of a Children’s Play Area in the waiting room
	introduction of the Triage Assistant position
	development and trialing of a Carer’s Card
	ongoing cross cultural training for ED Staff
	development of leaflets, posters and flow charts explaining the role of the ED
	liaison with the Adelaide Northern Division of GP’s through articles in the Division’s newsletter and distribution of information leaflet
	preparation of tutorial program to include visits to the ED by community health care providers eg. GP Homelink, Aboriginal Health Team
	formation of a Consumer Advocacy Group.

Through the Consumer’s Perspective Project the ED has made a commitment to continue the consultative work with the community through the Consumer Advocacy Group. This provides the community with an effective voice and provides the opportunity for:

	ongoing input into the role of the Emergency Department
	discussion of consumer issues
	making a significant contribution to the redevelopment of the ED particularly in relation to the waiting room, clinical and Triage area.
	working towards a greater level of cooperation between the Emergency Department and the community.

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