The Headline Results from the Main Part of the Survey Were As Follows

Contents

1. Main proposals for changes as a result of the public survey

1. Summary

1. Background

The public consultation on theproposals to improve the emergency department and day surgery unit ran from 29th March 2010 to 9thMay 2010. A total of 1921 returns were received by the Trust: 95 from the internet survey and the remaining 1826 from the paper consultation documentation. The demographic profile of those responding has been fully reported to the internal steering group and has been deemed representative of the catchment area covered by the service. The survey had a greater response from: females, older persons and the disabled.

The headline results from the main part of the survey were as follows:

90% or more overall believed the development will make the departments more welcoming, help waiting times, make it more pleasant.

96% of those responding felt privacy would be improved, and this was expressed as important.

60% felt the improvements would improve access to the site by car

80% of those who were disabled felt they would get better care in the new departments.

The following summary contains the main issues raised and potential solutions to these issues. The Trust and the Developers will need to arrive at a decision about what they may change within the design in order to ‘solve’/resolve as many issues as possible.

1. Main proposals for changes as a result of the public survey

Appendix 1 shows the potential solutions to issues raised by the public consultation.

The section is split into two main areas:

1. Environment and Capital Planning issues

2. Department Management and Staffing Issues

3. Summary

The solutions to the issues raised are outlined in the following tables. These tables have been debated by the Project Steering Group and some areas will need further consideration by the Trust. In summary, most of the issues raised by the public will be accommodated.

Kathryn Stuart

Head of Planning and Corporate Services.

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• Access into hospital grounds from main road needs to be addressed
• Access for emergency vehicles/public transport
• Parking a major issue

• Car Park Adviser and Highways Agency involved in trying to work out the best solution.
• New access road will help with congestion.This will be used for ambulances and buses improving access on to site
• Following consultation with bus companies a new bus stop will meet their requirements.
• Constantly reviewing how parking can be improved.

• Must warn the public via mass media communications about what will happen and ask them to use alternative means of transport if possible.

• Information already available on the website and in front entrance on the touchscreens.
• Using traffic consultant to minimise congestion and optimize traffic flow.
• Considering Park and Ride

• Distance from car park to A&E/hospital is a long way if parked at the back with wheelchair user

• Consider providing more drop off spaces. Plans to provide more drop off spaces and to ensure ‘drop off only’ not abused as at present
• DDA survey confirms provision of disabled spaces is correct.
• Consider providing a ‘wheelchair station’ in the car park?
• Consider providing more wheelchairs.
• Consider providing a volunteer service to push wheelchairs

• New departments need to look welcoming and clean.
• Housekeeping have an input into flooring finishes
• The departments design needs to make them feel ‘light and airy’
• Maximum light and ventilation to be applied
• Ceiling heights to be as high as practically possible

• Ensure all doorways are sheltered or curved away from patient waiting areas
• DSU wait area on first floor is away from draughts

• Department needs to have sufficient storage to remain looking ‘uncluttered’.
• ED (Emergency Department) and DSU (Day Surgery Unit) managers are ensuring sufficient storage is designed in from the beginning.

• Enough comfortable seating in sub-waiting rooms
• Consider providing seating in a less regimented structure and greater variety of seating for different groups of the population
• Check if different seating for different disabilities can be made available.
• Space for wheelchairs to be checked with design team

• Need to ensure professional help is sought when planning signage. Many new buildings suffer from this not happening.
• Install Makaton Symbols when putting up new signage

• Privacy within all departments is important
• Check for ‘sound transmission’ from areas and also ‘sight lines’.
• Does white noise need to be used anywhere to mask conversations?
• Patients need assurance that the cabins are not isolating and there is a call mechanism.

• Consider a ‘TV area’ for those wishing to have distractions.
• Waiting and Discharge Areas to have TV; Consider option for headsets to avoid disturbance to other patients
• Internet access to be provided & WIFI

• Consider where refreshments can be placed for carers and escorts (vending machines etc)
• Consider extending Café Glade physical space and hours of service. Proposal to be considered for this finance permitting.
• Pantry with limited facility to provide refreshments to those who have to remain with patient (DSU) and ED Unit.
• Drinks machine in DSU discharge area
• Vending machines in public areas on main site.

1. Wheelchair parking in ‘waiting areas’ -Need to plan in wheelchair parking positions into waiting areas

• Wheel chair spaces within Emergency Department and Day Surgery Units - waiting areas need to be marked on the floor (see OPD 1).

1. Disabled Toilets and enough toilets – make sure the disabled toilets are ‘fit for purpose’ and large enough (not just national guidelines)

• Disabled group have been consulted on the plans for these areas.
• HBN advises on the layout necessary for these facilities.

1. Adult ‘change stations’ - needed as well as ‘nappy change stations’.

• Adult change station needed (at least one in the trust building). This is a dignity issue.

1. Sub-Wait–Separate area for those who are drunk or have substance misuse related issues

• Consider having a separate area for those with alcohol and drug related behaviour away from public areas. The public get frightened.

1. Sub-Waits for disabled patients (autism/learning disability) – these patients will get distressed easily and respond better if in a side room.

• Consider having a separate area for those whose behaviour is likely to deteriorate if they are in a public area.

1. Cabin design – Day Surgery Unit

• Cabin design needs to be checked – may be too confined for those with behavioural problems.
• Cabin design needs to be checked that it can hold the larger wheelchairs

1. Public address system – need a clear way of ‘calling in’ patients to consultation rooms.

• This may not be universally needed if sub-waits are smaller.
• Those with hearing problems need a visual or ‘vibrating disk system’ so they don’t get missed out.
• Need to consider a method for ‘calling back’ those with small children or those with behavioural problems (who are walking around) – mobile units have been trialled elsewhere in the hospital.
• Hearing loop system needed in all departments
• Public information system to advise patients to proceed to designated areas e.g. pre-op assessment
• Consider bleep system for carers and escorts

1. Décor – to be bright and cheerful

• Most people mentioning it felt it should be bold and cheerful

1. Bariatric Furniture – for the larger patients

• Ensure enough appropriate furniture is purchased
• Electric DSU trolleys support up to 350kg
• Bariatric operating table (attachments) to be procured

1. Reception staff - The person who receives you at the door is important. It is important for those welcoming to be upbeat and friendly.

• All staff who meet patients at the door to receive ‘customer care’ training for the new departments.
• In general, will need to give the public more information about how the new unit will function. Further information leaflet to follow and articles for local press.
• The use of clear English to be encouraged by all staff.

1. A streaming nurse (senior nurse) - receiving patients.

• Streaming Nurse to be ‘obvious’ by their uniform and presence.
• Privacy for ‘clerking in’ is seen as important, need to check where the streaming nurse will interview new arrivals.

1. Direction finders -Staff or volunteers needed within the departments to direct patients to next area.

• Staff to be provided with maps for patient usage for the new department to aid the patients getting to the next area/investigation.
• Consider trained volunteers in the Emergency Department to escort and help patients.

1. Disability Etiquette - Further training in disabled etiquette needed (poor hearing/ deaf mentioned/poor sight)

• Further training in approaching and communicating with disabled patients needed.

1. Disabled ‘Escort’ System – person independent from the normal carers for a disabled person (to maintain privacy around medical condition)

• Trust needs to look into whether this is possible or if a volunteer could be used for this kind of undertaking.

• Patients need to feel they have not been forgotten – communicate with them as frequently as possible about likely wait times.
• Consider electronic boards showing patient reference number

1. Magazines or newspapers(Up-to-date) for waiting areas

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