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Kingston Hospital Urgent & Emergency Care update

20/05/2019

In our last newsletter we reported on a series of visits to the Emergency Department at Kingston Hospital that took place in 2018. We spoke to 80 patients and their family members and several members of staff. We were impressed with the overall service provided.  Since our work, staff from the Emergency Department team have been working to improve care as a result of our feedback. Some significant improvements have been made following our visit including:

  • The entrance area has been cleared, new signage has been installed and the department has developed a plan for responding to bad weather, including snow.
  • Reception staff have undergone a customer-care training day and training related to maintaining patients' privacy.
  • Nursing staff have undergone further training for administering certain types of medication to better manage patients' pain.
  • Staff have undergone additional mental health training and the department opened a new mental health assessment unit in December 2018, with specialist staff dedicated to this area.
  • Every patient cubicle contains a poster displaying essential information. The department has invested in wall art to explain the different areas in the department and how patients journey through them.
  • All chairs have been replaced, with new lighting and TVs installed.
  • Improvements have been made to providing food and drink to patients, including a new drinks trolley in Majors and staff training on meeting patients' nutritional needs.

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