![]() The display will be visible from all parts of the waiting room and will make clear that there are multiple queues at any one time and that if someone arrives who needs more urgent care, the queue positions will move accordingly. This code will correspond with a number shown on an electronic screen, showing where the number is in the queue. The new system will offer people a code when they first arrive and register their details. As well as frustration for patients, these queries can occasionally result in aggressive and abusive behaviours which put additional pressure on staff. This leads to repeated queries to reception staff about the waiting time and these queries are not always easy to answer due to the complexity of queues. Lack of visibility of individual positions in the queue can cause concern for patients, who can worry that they have been forgotten, passed over or missed their call to see the emergency team. Currently, a whiteboard behind the reception desk is used to display general waiting times and updated every hour. ![]() The idea for the new system came from junior doctor Dr Lindsey Bezzina who worked in the Emergency Department for a year and witnessed the problems reception teams and other staff encounter first-hand when it comes to waiting times queries. Staff in Emergency Departments around the country deal with a high volume of these questions which can have a knock-on delay in booking-in new patients. The new system aims to improve patient experience and reduce the time receptionists in the Emergency Department at St George’s spend dealing with waiting time or queue position queries. ![]() The team is understood to be among the first in the UK to introduce this. This project will pilot a visible electronic queue management system so that patients can see where they are in the queue to be seen at any time. HIN Innovation Grants will fund an innovative project to improve patient experience in the Emergency Department at St George’s University Hospitals NHS Foundation Trust. ![]()
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