Improving patient experience in the emergency department

Trust/Practice: Frimley Health NHS Foundation Trust

This film shows how the emergency department at Wexham Park Hospital went about making changes to their service after CQC results showed that they required improvement. Staff talk about improvements that they’ve made since having FFT at Wexham, including installing computer screens to show the waiting times for different services within the department, putting in more water coolers and improving the food services at night. Other initiatives include greater staff engagement to help raise the profile of patient experience, as well as displaying a whiteboard to show how the service has listened to FFT feedback for all members of the public to see. This project has been very successful and has reduced the number of complaints per month.