1. Facilities Available There are vending machines available in the main waiting area of the Emergency Unit. There is also a Restaurant on the first floor and Cafeteria in the Concourse for visitors. Patients who are allowed to eat and drink will be provided tea/coffee from catering staff at meal times. Patients will also be provided tea/coffee at other times. Keeping the public informed Waiting Times The aim under the design for life by the Welsh Assembly Government is to achieve 95% of all patients to spend less than four hours in A&E from arrival until admission, transfer or discharge. No one should wait longer than 8 hours for admission, discharge of transfer (WAG, 2005). References: Available online at Cardiff and Vale University Health Board (2009) http://www.wales.nhs.uk/siteplus/864/page/42446 [Accessed online 13/05/2011] Carr, C (2011) ‘Respecting patients’ need to know’, British Journal for Healthcare Assistants, Volume 5 (1) p49. Egan, G. Cowan, M. (1980) Moving into Adulthood: Themes and Variations in Self-directed Development for Effective Living. Brooks & Cole, Monterey. Royal College of Nursing (2006) ‘Supervision, Accountability and Delegation of Activities to Support Workers: A Guide for Registered Practitioners.’ Royal College of Nursing Welsh Assembly Government, (2005) Design for Life: Creating World Class Health and Social Care for Wales in the 21 st Century. Cardiff: Welsh Assembly Government. Welsh Assembly Government, (2010) Setting the Direction: Primary and Community Services Strategic Delivery Programme. Cardiff, Welsh Assembly Governmenthttp://www.wales.nhs.uk/siteplus/864/page/42446 Welsh Assembly Government, (2011a) The Code of Conduct for Healthcare Support Workers in Wales. Cardiff: Welsh Assembly Government. Welsh Assembly Government, (2011b) The Code of Practice for NHS Employers in Wales. Cardiff: Welsh Assembly Government. 04194489 Accountability and Delegation Healthcare Support Workers are accountable by communicating in an open, accurate and effective, straightforward way. Always explain and discuss the care or procedure that you intend to carry out and only continue once consent has been given by the service user (WAG, 2011a). NHS employers to support Healthcare Support Workers in the delivery of care to the service user is of high quality and safe (WAG, 2011b). Registered practitioners can delegate tasks for the Healthcare Support Worker to carry out, who are deemed competent in completing them (RCN, 2006). Welcome to the Assessment Unit Our aim is to provide you with a safe, high quality care, at the right time in the right place (Cardiff and Vale UHB, 2009). The aim of this poster is to keep the public informed and for the patient and visitors to have a positive experience within the department as suggested by WAG (2010). Test results When the tests have been analysed a member of the Medical Team will inform you of the results. As the department can get very busy at times, we ask that you be patient with us and we thank you for your understanding and co-operation at these times. Staff Learning how to support and inform the patient Carr (2011) suggests that Healthcare Support Workers play a significant role in reassuring patients. Most patients are unfamiliar with what is about to happen to them and this can lead to anxiety and fear; some may even have phobias about coming to hospital. Egan et al (1980) suggest that before communicating with the patient that the SOLER model would be a useful tool. S: Squarely facing the person shows that you are involved with the patient. O: Open posture; do not cross arms or legs as this sends a wrong message that you are not interested. L: lean slightly forward shows that you are actively listening. E: Need to use plenty of eye contact, warmth and empathy. The patient sensing your support, understanding and humanity can replace their fear with confidence (Carr, 2011). R: Relax and try not to move about when a person is talking to you. The HCSWs can help by asking the patient if there is anything they need to know and that they understand the procedure. Some people may become apprehensive about asking questions, unless invited to do so. Be gentle and confident about explaining the procedure to the patient as this maybe the first time they are entering hospital. Use basic terminology and avoid jargons so the patient can understand. Be aware of people saying that they know things in order to appear informed. Quite often they know less than they think. Moreover, they may have researched on the internet, but not all information may be applicable to them, or they have been misinformed. Ensure that they are treated with dignity and respect at all times (Cardiff and Vale UHB, 2009). Always respect a person’s right to privacy at all times (WAG, 2011a). Patients You have been referred by your GP/Out-of-Hours Service or transferred from the Emergency Unit to this Department for further medical assessment (WAG, 2010). You will first be seen by one of the nurses who will conduct a preliminary examination, which consists of take vital signs (blood pressure, pulse, temperature and oxygen saturation levels), venepuncture (taking blood samples), ECG (electrocardiograph). The nurse will ask you a series of questions before seeing a Doctor. These are all standard tests that are done when you first arrive. Visitors There is no restriction on visiting times to see your family member or friend on the unit, however we ask that you report to a member of the nursing staff at the nurses’ station before seeing them as they may have been transferred to a ward or undergoing medical assessments.