King George Hospital 2023-08-22 Person 1 5 0

Some nurses and staff were extremely friendly, empathetic and compassionate but some staff were terribly abrupt and rude just when asked simple questions. Reasonable people understand that people are just trying to do their jobs but they are in a sector that requires consideration and courtesy. This needs to be the basis of every interaction in order to ensure smooth flow and cooperation. If you are over worked and just there for a pay check or clock your hours then this sector is not for you

1. The hospital needs better processes and systems. You need to streamline the waiting areas and designate them based on initial entry and treatment: area for registration, 1 area for bloods, 1 area for pre-screening, an area for scans and X-rays, area for seeing the doctor (improve process flow) 2. Your systems need to be in sync: if a patient is gone for X-rays, the nurses should be able to pick it up and call the next patient rather than running to each waiting area to call for the patient. 3. All of the staff need to be more informed about the treatment they are doing: I asked: what blood tests are you drawing blood for? The answer was the basic tests. I want to know whether it is a FCB, D-dimer. 4. I understand that waiting is based on criticality of the patient but there’s a more efficient way to segregate patients. You can assign 2 doctors to extremely critical and 2 doctors to medium to low rated patients. Or even 1 doctor to each rating. This will improve the flow of patients and reduce the waiting time rather than having people in the waiting room for 12 hours to 24hours 5. Rather than trying to rule out critical illness treat the patient based on the symptoms they exhibit. 6. Put up a process flow and timeline for the steps that patients will follow: Prescreening =15mins, bloods=1hour, X-rays = 1hour, etc. this is called “waiting time management” 7. If you are going to tell a patient that they will be called within 2 days so an ultrasound appointment can be made, actually call the patient. Do not wait for the patient to call and then proceed to tell them that we will call you within 6 weeks you just have to wait, with no other explanation. The doctor already informed the patient that they need an ultrasound in a week. Provide better feedback. 8. Provide the capability to share reports and results with the patient should they request it so that they can decide whether they want to wait or take their results to a doctor that they feel can tend to them faster