Re-location of triage and reception in the Emergency Department at Torbay hospital

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Summary of report content

This feedback report was created by Healthwatch Torbay to provide a summary of the engagement they undertook to talk with members of the public using the Emergency Department (minor injuries) at Torbay Hospital about its reconfiguration. The work was done by Healthwatch Torbay as they were asked to talk to the public and patients visiting the walk-in part of the Emergency Department (minor injury) by Torbay and South Devon NHS Foundation Trust. The discussion would clarify whether proposals for rearrangement of the space, to improve privacy, would be acceptable to the public and whether any comments might be helpful in determining the final design. 59 patients and accompanying carers contributed their views over three sessions through use of a questionnaire and informal discussions. Findings from the engagement included: - Most were pleased to take part and to contribute their thoughts, which, on the whole, were focused around their personal privacy and comfort and the feeling of uncertainty and anxiety when waiting for an approximate period without notification of progress. - Comments on personal comfort included the lack of a water cooler (and the cost of bottled water) and the lack of newspapers or anything to read. - The level of noise and difficulty in communication was often spoken about. In answer to the question "Does the proposed re-arrangement address the issues?" there were six main areas identified:  Privacy: The majority of those interviewed considered that this was a key issue and that the new arrangement would work better.  Safety: This was difficult to confirm but there were no major issues raised.  Environment: It was felt that noise levels would not have such a high impact and communication should be improved. It did not address the difficulty in hearing when called.  People/staff flow: This was not clarified as the new arrangement of seating and the related location of treatment rooms were unknown but is a factor to be considered.  Comfort: Seating types and orientation might require a further analysis, wheelchair mobility and reduction in their being an obstruction was unknown but is a factor to be considered.  Information: Reception locating signs would remove uncertainty on entry. Also, any indication on waiting time progress would be appreciated. The report does not contain a response from the service provider.

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General details

Report title 
Re-location of triage and reception in the Emergency Department at Torbay hospital
Local Healthwatch 
Healthwatch Torbay
Date of publication 
Monday, 1 August, 2016
Type of report 
Key themes 
Building and facilities
Cleanliness hygiene and infection control
Food and nutrition
Health and safety
Information providing
Waiting time to be seen once arrived at appointment
Healthwatch reference number 

Methodology and approach

Was the work undertaken at the request of another organisation? 
What type of organisation requested the work 
Service Provider
If this work has been done in partnership, who is the partner? 
Torbay and South Devon NHS Foundation Trust
Primary research method used 
How was the information collected? 
Visit to provider
If an Enter and View methodology was applied, was the visit announced or unannounced? 

Details of health and care services included in the report

Secondary care services 
Minor injuries unit
Accident & emergency

Details of people who shared their views

Number of people who shared their views 
Age group 
Not known
Not known
Not known
Sexual orientation 
Not known
Does the information include public's views? 
Does the information include carer's, friend's or relative's views? 
Does the information include staff's views? 
Does the information include other people's views? 
What was the main sentiment of the people who shared their views? 

Outcomes and impact

Were recommendations made by local Healthwatch in the report? 
Not applicable
Does the information contain a response from a provider? 
Is there evidence of impact in the report? 
Not known
Is there evidence of impact external to the report? 
Not known

Network Impact
Relationships that exist locally, regionally, nationally have benefited from the work undertaken in the report
Implied Impact
Where it is implied that change may occur in the future as a result of Healthwatch work. This can be implied in a provider  response, press release or other source. Implied impact can become tangible impact once change has occurred.
Tangible Impact
There is evidence of change that can be directly attributed to Healthwatch work undertaken in the report.