AQW 52946/22-27


Ms Paula Bradshaw
Alliance Party
South Belfast


Tabled Date: 24/09/2026
Answered On Date: 09/10/2026
Priority Written: No


Question:
To ask the Minister of Health to detail any changes being considered to ensure that patients waiting for service in Emergency Departments receive clear and timely communication.


Answer:
Ensuring that patients attending Emergency Departments (ED) receive clear, timely and compassionate communication while they wait for assessment and treatment is an important aspect of patient care. Health and Social Care (HSC) Trusts have a range of arrangements in place to keep patients and, where appropriate, their relatives and carers informed about waiting times, service pressures and the reasons for delays. Trusts are also considering several improvements to further strengthen communication and transparency for patients.
In Belfast HSC Trust, patients receive verbal updates from administrative and nursing staff on anticipated waiting times and delays, with accompanying relatives and carers also updated where appropriate. Patients are advised that waiting times can change as individuals are prioritised according to clinical need, ensuring those who are most seriously ill are seen first. Nursing staff reassess patients waiting for extended periods, monitor observations and pain levels, and escalate any deterioration promptly. In larger ED waiting rooms nursing staff may also be available to provide updates and ongoing support.
Following the implementation of Encompass, the patient-facing ED waiting time dashboard is no longer available. The Belfast HSC Trust is working with partners to restore this functionality so that current information on departmental pressures and delays can again be displayed to patients, complementing existing verbal updates and clinical reassessment processes.
In the Northern HSC Trust, display screens are currently used within the EDs and are being upgraded to provide waiting time information directly to patients. These screens will also be used to display key messages and health promotion information.
In addition, during periods of significant pressure, the Nurse in Charge or Consultant in Charge may provide updates directly to those waiting in the department. The Trust's investment in enhanced display screen technology is intended to improve communication regarding waiting times and service pressures.
In the South Eastern HSC Trust, patients are kept informed through a number of measures designed to support communication while ensuring care continues to be prioritised according to clinical need. Where staffing levels permit, a dedicated waiting room nurse undertakes repeat observations and reassessments of patients who have experienced prolonged waits, including those waiting more than four hours, while also providing an opportunity for patients to raise concerns about any changes in their condition.
The Trust is also exploring the use of information screens within waiting areas to provide general information, including details on overall demand within the department. These screens have been unavailable since the implementation of Encompass. Patients are also reminded that individuals are not seen in order of arrival but are assessed and treated according to clinical priority.
In the Southern HSC Trust, patients and accompanying relatives or carers are supported through a comprehensive communication approach. Nursing and reception staff follow a standard operating procedure designed to ensure that information regarding waiting times, service pressures and Emergency Department processes is communicated clearly and consistently. Average waiting times and departmental pressures are displayed on information boards within waiting areas and are regularly updated. Patients are also advised of current waiting times during triage, while designated waiting room nurses provide updates and respond to concerns throughout a patient's attendance.
The Trust is developing a number of initiatives to further enhance communication with patients. These include patient information leaflets explaining the ED journey, patient journey information boards, an educational video describing the different stages of care, and improvements to information screens and visual communications within waiting areas. The Trust has also submitted a request through the Encompass system to explore the provision of live waiting time and delay information on display screens.
In the Western HSC Trust, arrangements vary across EDs. At Altnagelvin Hospital, patients can seek updates or support from any member of staff, although waiting times are not routinely displayed. Since the introduction of Encompass there has been no patient-facing information dashboard available, but the Trust is exploring options to develop this functionality.
At South West Acute Hospital, a digital display provides patients with information on current waiting times for the main ED, with information updated regularly throughout the day. Reception staff can also provide updates on a patient's position within the queue and other relevant information regarding delays and waiting times.
Members of the public can also access ED waiting time information through NI Direct, which publishes indicative waiting times for each Emergency Department in Northern Ireland. This information is available at: https://www.nidirect.gov.uk/articles/emergency-department-waiting-times
My Department continues to monitor ED performance through established governance arrangements, including the regional 4-hour and 12-hour waiting time standards, patient safety reporting arrangements and service performance reviews. These measures support ongoing efforts to improve both patient experience and the quality of care provided across Emergency Departments in Northern Ireland.