Moorfields has been rated higher by patients than every other A&E in the country in the 2024 CQC Urgent and emergency care survey.
This has been achieved by focusing on feedback offered by patients throughout the year, together with responses received in the Friends and Family tests. The improvements implemented include:
- Improved welcome for patients – All our administrative and reception staff have benefitted from customer service training, to understand how best to help people arriving at A&E.
- Setting expectations – All patients are told the average and longest waiting times when they are triaged, and these are confirmed on several large screens in waiting areas that are regularly updated.
- Better triage – Those with the most severe or painful conditions are seen quicker, with immediate pain relief offered if needed.
- Better information – All patient leaflets on eye conditions have been updated in the last 12 months.
Not resting on our laurels, we are now developing our first-ever mini-diagnostic hub for A&E, to reduce both overall waiting times and movement around the site for patients.
I am immensely proud of this accolade, as it has come from our patients and reflects the excellence and dedication of all our team 24 hours a day, seven days a week. We strive to offer an excellent service to all our patients, who can be quite distressed about their eye condition, regardless of the pressures we are under.
5 December 2024