Accident and emergency A&E

Keeping you informed about your care

We will keep you informed about your care in an open and honest way that meets your needs and supports the delivery of safe and effective care for you.

• We will assess your communication needs and provide assistance, specialist aids, and/or an interpreter as needed.
• We will let you know who you need to be cared for within our Emergency Department.
• The person caring for you will let you know about your treatment.
• We will treat you with privacy and dignity at all times. If you wish, a room will be available for a confidential discussion.
• You will let us know how you are feeling and if you have any worries about your condition.
• You will be listened to.

Looking after your privacy and dignity

We will maintain you your personal hygiene according to your needs and preferences. This will be done in a way that supports and protects your privacy and dignity.

• You will have access to facilities for personal hygiene.
• If you have additional needs these will be assessed, documented and considered whilst you are in the department.
• Those caring for you will have the knowledge and skills to meet your personal hygiene needs and preferences.
• We will provide you with a ‘care pack’ if you are waiting in the Emergency Department for ongoing care.
• We will offer you a blanket and clothing if required.
• We will direct you to baby changing facilities if required.

Looking after your nutrition and hydration

We will provide advice on nutrition and hydration according to your individual needs.

• You will be offered food, hot and cold drinks regularly during your visit.
• You will be able to purchase food and drinks from vending machines and shops within the hospital. Help to find these will be given.
• You will be supported, if needed, to eat and drink.
• We will advise you if you should not eat or drink due to a forthcoming procedure.

Managing your pain/discomfort

We will assess you and provide timely intervention to manage your pain according to your needs.

• You will have a plan of care which reflects your expectations. Agreed outcomes will be formally documented.
• You will be actively involved in decisions regarding your pain/discomfort management.
• You will be treated by staff who can manage your pain/discomfort needs.
• You will be regularly assessed during your visit, but please let us know if you are in pain or discomfort.

Supporting your toileting needs

We will maintain your dignity by supporting your individual continence needs.

• We will assist you as required if you have any toileting needs.
• Toilets and Changing Places facilities will be clearly signposted, but please ask if you need help and support to access them. We can also provide continence products if required.

Supporting your mobility and safety

You will receive personalised care that encourages and supports your mobility.

• We will provide you with mobility aids and footwear to help you stay mobile while you are in the Emergency Department.
• Staff will support you with your individual mobility needs.
• You will be encouraged to ask for help when required.
• We will keep you updated about when and how you will be transferred out of the department, with assurance that an adequate handover has taken place about your care and treatment. This might be to another part of the hospital or to an onward care facility.

Protecting your skin health

You will receive care that supports or improves the condition of your skin.

• You will be given access to information regarding skin management. This will be in a format that is accessible to meet your individual needs.
• You will be assessed and your skin checked within the Emergency Department. This assessment will be documented and your ongoing treatment planned.
• You will receive treatment if you require skin care. Referrals will also be made for ongoing support.
• You will be asked or aided to change position regularly whilst in the Emergency Department to prevent damage to your skin.
• To protect your skin, you will be cared for using pressure relieving equipment.