QEH working to improve patient experience

The Queen Elizabeth Hospital (QEH) is working diligently to ensure that patients and their relatives receive the highest standards of customer service.

The hospital’s executive chairman Juliette Bynoe-Sutherland said on Wednesday that the QEH had embarked on a new initiative to address patient concerns.

“Previously, we had what we called patient advocates in the Accident & Emergency Department but the public complained that they were not very responsive. So, in seeking to change that, we are rounding – that is, nursing, human resources and other departments are meeting patients where they are, finding out their concerns and seeking to address them urgently,” Bynoe-Sutherland disclosed as she addressed the House of Assembly during discussion on the Appropriation Bill, 2022.

She added that the help desk, which was established when the COVID-19 pandemic hit and limited visits at the hospital, was another resource for patients and their relatives.

“We had doctors and nurses available to help families get information on how their relatives were faring during that time. It runs from 8 a.m. to 10 p.m. and it is a critical interface between medical staff and patients. For example, patients can also call if they aren’t getting their meals or medications on time,” the hospital chairman explained.

The  Acting Director of Medical Services at the QEH, Dr Clyde Cave also acknowledged the need for proper communication.

“One of the things we did also was to call the next of kin of all admitted patients the day after admission and see whether they had any questions, and the help desk has also been doing post-stay assessments via phone calls or emails,” he said.

“We want to move from a culture where people always complain about the service they receive at the hospital to one where they are satisfied. We often find out where we fall short, but seldom hear about when we do well.”

Bynoe-Sutherland, meanwhile, also addressed the backlogs people have been experiencing when trying to get surgical procedures done, and commended the Ophthalmology Department for its efforts.

“The Ophthalmology Department, which is one of our busiest, has been piloting telemedicine and has also set up an electronic medical record for its patients,” she reported.

Minister of Health and Wellness Ian Gooding-Edghill also weighed in on the backlog, saying efforts were being made to clear it.

“There are some 700 patients waiting for cataract surgery and we are moving to address this as well as those waiting for other surgical procedures. This backlog has come about partially because the hospital needs more capital expenditure,” he explained.

“Once we look at staffing levels and see where we have deficits, we can work from there. The issue of consultants is a work in progress and we are still having those discussions, and there are other issues such as equipment and ensuring that the operating theatres and other facilities are working properly.” (DH)