QEH Management to Enhance Communication with Patients to Address Long Wait Times in the Emergency Department

QEH management instructed to improve communication with patients

he senior minister responsible for the Queen Elizabeth Hospital (QEH), Dr Sonia Browne, has admitted that patients have had to wait as long as 30 hours in the Accident and Emergency Department (AED).

And she has indicated that measures will soon be in place to improve wait times and service delivery, while the hospital’s administration has been mandated to improve their communication with patients, particularly those experiencing long waits.

Dr Browne, who is the Acting Minister of Health, acknowledged that the QEH has been failing to communicate with patients in a timely manner during their stay in the AED.

She made the comments in a statement issued on Monday against the backdrop of persistent complaints from members of the public about the length of time people seeking medical treatment had to wait in the department, with some people claiming as many as two days.

“Over the weekend, there’s been a surge in the number of patients presenting to the Accident and Emergency Department for treatment, resulting in many complaints about long waiting times in recent days.

“I first want to sincerely apologise to those people who have experienced long wait times in AED and those with whom we have failed to communicate in a timely manner during their stay. This is an issue to which I have given priority and QEH management has been tasked to improve the lines of communication between our AED medical teams and the patients in their care,” Dr Browne said, adding that a check on Monday afternoon revealed that the longest wait time in the department “is regrettably 30 hours.”

The substantive Minister of State in the Ministry of Health and Wellness with responsibility for the QEH gave the assurance that she will continue to work with the entire AED healthcare team to improve waiting times and, by extension, care for patients in the department.

“Phase Three of the AED expansion plan is underway. The electrical infrastructure to support the upgrade was done over the weekend and this final phase of the build is expected to be complete by year-end. That will allow for an increase in the number of beds available in the department from 27 to 40. This means more space for patients to be seen and treated,” she said.

“Delays in providing CT scan results have also been a factor that has led to an increase in waiting times in the department. The good news is the QEH has acquired three additional CT scan machines which are on island and will be operational soon. This will help to reduce the wait time for test results and, by extension, waiting time in AED.”

Dr Browne said the hospital continued to experience problems regarding elderly patients who are fit for discharge but due to various social circumstances cannot return home.

“They remain in our care and await placement through the Alternative Care of the Elderly Programme or at the Geriatric Hospital. This, however, puts a strain on bed availability, which also adds to the wait times in AED. We appeal to the general public to please make alternative arrangements for relatives wherever possible to assist us as we make every effort to improve bed availability throughout the hospital,” the minister urged.

She noted that from time to time, emergency departments experience surges in the number of patients seeking care, and she urged the public to exercise patience during these times.

Minister Browne also reminded the public about the triage system that was introduced to improve patient flow in the AED, which determines the order in which patients are seen and treated.

She explained that patients in categories one and two are considered high priority and given immediate medical attention, such as those with life, limb or sight-threatening complaints, gunshot wounds, heart attacks, active seizure activity or a patient who needs resuscitation.

Patients in category three include those with chest and abdominal pain who need urgent care and treatment at the hospital. Category four patients are considered less urgent and may only be asked to stay at the hospital for specific investigations. Their conditions can vary from vomiting and diarrhoea to a fracture, and may also include acid reflux or urinary catheter-related complaints.

Dr Browne added that an individual who falls into category five – for example, patients with centipede stings, those who present for routine catheter changes or with mild flu-like symptoms – may be referred by the triage nurse to a polyclinic or a private physician for medical attention, as these cases do not necessarily require treatment at the hospital.

(EJ/PR)