Queen Elizabeth Hospital CEO Implements Patient-Centred Care Initiatives

Two weeks after a new chief executive took the helm of the Queen Elizabeth Hospital (QEH) with a vow to put the patients at the heart of operations, he has announced steps to prioritise a patient-centred healthcare journey for individuals using its services.

In a statement released on Tuesday, CEO Neil Clark said the healthcare facility had adopted a mandate promoting patient-centred care and making the patient experience its top priority.

“Whilst we cannot speak to the specifics of individual cases in the interest of patient confidentiality, we want to assure the public that we actively investigate all complaints to identify any areas for improvement within our processes and systems,” the statement read.

The QEH also emphasised its efforts to reduce patient wait times through the implementation of initiatives aimed at streamlining operations and optimising resource allocation. However, Clark acknowledged the challenges associated with delays experienced by patients.

“Delivery is complex, and there are occasions when unexpected surges in demand or clinical emergencies may impact our ability to meet the immediate needs of every patient. Furthermore, it’s crucial to recognise that different patients present with varying levels of urgency and medical needs,” he explained.

The hospital said clinical teams will make decisions based on the severity of the condition, the urgency of intervention, and the patient’s overall fitness for surgery or treatment. It added that while these decisions may result in longer wait times for some, they are made with the intention of maximising patient outcomes and ensuring the fair allocation of resources.

Clark’s statement also highlighted the hospital’s efforts to facilitate open communication channels with patients. These include the Patient Advice and Liaison Service (PALS/Help Desk), the Clinical Risk Management Unit (CRMU), and an online patient complaint form available on the hospital’s website – www.qehconnect.com.

Patients were advised to provide full details regarding any issues they are facing, along with their personal information, to allow the hospital’s team to better address and manage the complaints.

In his first address to senior management and staff earlier this month, Clark outlined a vision focused on patient-centred care, emphasising the importance of compassion, safety, and efficiency.

“Every patient matters, every staff member counts, and every day we should do something that would improve the services or situation,” he said at a QEH Town Hall meeting titled New CEO, New Financial Year, New Mission.