You said

Patients on Ward 621 attending for blood tests and line dressing changes gave verbal feedback that having an appointment time for these visits was not working because of the busy ward and the number of patients attending for various clinical reasons at similar times.

It was impossible for staff to provide this care at the exact time patients were asked to attend. This meant that several patients would be waiting at the same time making it unclear to patients who was next to be seen in Bay C. This made patients feel anxious at a time when they were already worried.

We did

The ward purchased a ticket machine and display unit for the waiting area outside Bay C. When patients arrive for blood tests and line dressing changes, they take a ticket with a number on it. The numbers then appear on the screen and the nurses call the patient in for treatment from the waiting area.

Patients have said they are pleased with this solution as it’s less of a ‘free for all’ and they know who is next in the queue. They also know how long they will be waiting before they will be seen as the numbers appear in ascending order.

Andrea Fernyhough, Ward Manager 621, said: “The new system has made a real difference to our patients’ experience on the ward. At a time when patients are potentially feeling anxious and apprehensive, having a proper system in place removes any worry about when they will be seen.”