QA's new emergency department - what is it like for patients?

Portsmouth's new emergency department opened on Tuesday 26th November

"It's much nicer than the old one, newer and cleaner."

Charmaine Robinson - a satisfied relative of a patient, leaving the new emergency department (ED) at Portsmouth's Queen Alexandra (QA) hospital.

It cost £58m and opened last week, already thousands of patients have been through the doors.

But what is different inside and is it better for patients and staff? Will it help reduce ambulance handover times?

In October 2024, before the new department opened, the average time an ambulance waited outside QA was one hour 24 minutes, the target is 15 minutes.

Doors for cubicles

Each cubicle can now be closed off with a sliding glass door

In all of the departments, adult urgent care, majors, resus and children's, the cubicles now have solid walls and glass doors, which can be rolled shut.

"It's better for infection control," said emergency consultant and urgent care director, Dr Sophie Gough, "but also for privacy and means patients who need to sleep can do so without the noise of the ward disturbing them".

There is also a sealable door that can split the department in half, in the event of another pandemic it means there could be high and low risk zones.

A ship for play

The children's ward includes a play area where children can be observed

The children's emergency department has its own entrance, waiting room, resus area and ward.

It is decorated with jellyfish and colourful paint.

In the middle of the treatment area is a play zone, shaped like a ship, so staff can keep a child under observation while they play.

"It's a fabulous area, it's a great place for us to observe children. Seeing children play helps us see how well or ill they are," said Dr Gough.

'Scanners where we need them'

One of the two new CT scanners for use in emergencies

In the old ED, patients would have to be wheeled down several corridors if they needed a scan, with at least two members of staff staying with them.

The new department has two CT scanners and three x-ray rooms so patients can get there within minutes.

"People who we suspect have had a stroke can be taken off the ambulance and sent straight into the CT scanner," said chief nurse Liz Rix. "And that first hour is so critical."

Ambulance drop-offs under cover

Ambulances reverse up so they can unload under the new canopy

Previously, there has been criticism of the long queues for ambulances waiting to handover.

The new drop-off zone has a canopy so every patient is under cover as soon as they are taken off the back of the ambulance.

There are also separate doors to the adult and children EDs to make sure young people are seen by the right people as soon as possible.

Liz Rix said "We've now been able to design this building so the sickest patients, the ones with life-threatening illnesses who come by ambulance, are seen by a specific rapid assessment team with a consultant in charge."

'No more rushing down corridors to find things'

Niko Rosales said the natural light and staff facilities make it a nicer work environment

Matron Niko Rosales is one of those who is working regularly in the new department.

He said the bigger cubicles mean equipment is available at arm's reach for nurses.

"Each cubicle has a store of what we need. We don't lose so much time walking around getting things anymore."

The department has some roof windows meaning there is natural light above many of the stations.

"We know now what the weather is doing, whether it's daytime or night, it's a much more pleasant working environment," he said.

'This won't solve all our problems'

Chief nurse Liz Rix who said the new ED is ready for winter

The new ED opened at the start of winter, traditionally the busiest period for hospitals.

Winter pressures with flu and respiratory illnesses, party season for Christmas and New Year and slips and falls in icy weather all mean higher demand.

The adult waiting room was almost full by midday on the day we visited.

Chief nurse Liz Rix said the hospital was "as prepared as it could be" for winter but keeping it running smoothly was in part down to patients and their choices.

Urgent treatment centres in Gosport, Petersfield and at St Mary's hospital in Portsmouth are open during the day for sprains, minor burns and severe abdominal pain.

QA's ED is for suspected strokes and heart attacks, serious burns or head injuries.

Ms Rix said: "Come to us if you really need us, we are here for the sickest patients. But our patients can help us by choosing to access other urgent care in the community if they can."