ED Waiting Room Immersion Experience

The ED Waiting Room Immersion Experience helps consumers who want to receive access to health care services by providing resources for alternative services to consumers who are allocated a category 4 or 5 as per the Australasian Triage Scale, and sharing immersive educational experiences through powerful video messages in the waiting room unlike current waiting room practices.

Waiting Room Immersion Experience: Multiple Strategic Implementation
1) Initially, this idea involves transparency with consumers on their allocated triage category. 
Once triaged, the consumer who 'walks in' to ED will be informed of their ATS category and instructed to please wait to be treated and encouraged to use the Navigator Kiosk to redirect their care based on the business of the department.

2) A real-time data board would be implemented to inform consumers of the anticipated waiting time. A simple image such as the one pictured below from the Royal Childrens Hospital in Melbourne, could aid consumers in indicating their expected waiting time. 

 RCH ED Scale

3) The waiting room could have interactive hubs whereby consumers who want more information about their waiting time engage with a 'Navigator Kiosk', similar to what we use to find our way around unfamiliar shopping centers. Information on their allocated triage category could be included as well as options for alternative services such as 13 HEALTH, 13 SICK, Home Doctor services, After Hours Pharmacies, and Bulk Billing GP Clinics in the local area of that hospital service provider. This resource would hopefully redirect those consumers (Category 4 & 5) who feel they have waited too long for treatment or are not eager to wait based on the real-time update.

4) In hospital advertising through powerful immersion videos in the waiting room to educate consumers on what is happening behind the waiting room doors i.e. Resus Scenarios, Acute Chest Pain, Mechanically Ventilated Patients etc. This will be a tool that will hopefully provide consumers with more awareness of the reason for their allocated triage category or their 'long-wait' and could see the prevention of episodes of waiting room aggression and occupational abuse/violence.

The video link below is just one exemplary example of the type of video that could be shown in ED waiting rooms for consumers allocated a category 4 or 5. Royal Childrens Hospital Melbourne: https://www.rch.org.au/emerg_rch/status/ 

Why the contribution is important

The problem we are solving is keeping our emergency departments for emergencies. In 2018, there were over 1.9 million ED presentations in QLD, 31% of which could have been redirected to the care of a General Practitioner (GP). These are consumers who are allocated a category 4 or 5, were ‘walk-in’ presentations, and were not admitted to hospital or referred to another hospital.

We know our health service is feeling this problem because we are struggling with overcrowding in our EDs, largely related to non-acute consumers who utilise precious hours in non-acute beds such as Fast-Track, Rapid Assessment, or Clinical Decision Units as well as Short Stay beds which should be allocated to consumers with acute care needs and further short term monitoring or assessment.

We know this is a significant problem because this directly impacts patient flow, clinical demand, health service pressures, and issues of overcapacity.

I believe this idea is complementary to the Keep Emergency for Emergencies campaign which remainds Queensland healthcare consumers that EDs are for medical emergencies only. This campaign also raises an awareness of the 13HEALTH number to assist Queenslanders with their decision to seek alternative care through GP, Pharmacy or ED. Furthermore, as Metro South is a leader for innovation in digital health there are initiatives within this idea such as the Navigator Kiosk which could be used to improve the way we provide care to consumers in our waiting rooms whilst giving them the tools to seek alternative services that will be able to provide timely care that is more appropriate to their presenting problem. 

by JoryM on August 13, 2019 at 07:38PM

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