Waiting times of more than six hours in Lourdes ED
While some areas of care need improvement, there were also lots of positives about the care received in the Lourdes highlighted by the patients who took part in the survey.
Patients had favourable experiences in several areas, particularly as regards pain management and help from staff to eat their meals.
Positive experiences were also reported as regards respect and dignity from hospital staff and the notice provided to family members in relation to a patient being discharged from hospital.
Some 84% said staff always did their best to help control pain and 88% said that their family or someone close to them definitely or to some extent had an opportunity to talk to a doctor. A further 78% said they always got help from staff to eat their meals where needed.
However, a number of areas which needed improvement were also highlighted. Some 90 people said they were not, or only sometimes, treated with respect and disgnity in the emergency department.
The majority of patients reported waiting longer than six hours in the ED, a performance which is below the national average and also the targets set by the HSE. Lengthy waiting times are associated with poor outcomes for patients.
207 people felt that they were not, or only to some extent, involved in decisions about their care and treatment while 48% siad they did not receive enough information on how to manage their condition after discharge.
Almost 20% of those surveyed said they did not have full confidence and trust in the hospital staff.
Comments and suggestions made by the patients taking part in the survey ranged from extremely positive - ‘I was treated with respect and dignity at all times. All the medical staff I had dealings with were very helpful’ to those who were critical of their experience in the hospital.
One patient said: ‘Dignity was the big BIG minus. In an open ward room I saw things I did not want to see and looked away. The curtains should have been pulled around the bed. I also knew all the other patients illnesses as the doctors and nurses talked openly at the bottom of the bed and sometimes they asked embarrassing questions in front of all the other patients that should have been kept more private.’
Another patient said they were left sitting outside for 24 hours without seeing a doctor or a nurse.
Responding to the findings of the survey, Louth hospitals said they are addressing all the issues raised on an ongoing basis.
Amongst the measures being put in place, the hospitals are promoting an initiative for all staff to use when liaising with patients and families #Hello, my name is...’ to ensure patients and their families/carers know the names of the staff who are caring for them.
All members of the ED teams are working together on quality improvement programmes designed to improve patient experience of ED and to improve the patient experience of waiting times.
The hospitals also said they will allow time for patients and their families/carers to ask questions during ward rounds.