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A hospital is a place where everyone's attention should be focused on a single goal: ensuring the health and well-being of the patient. In the 20/20 Vision strategic plan, the HUG have pledged to make their hospitals more patient-centred. This is a very important promise, particularly in light of the increasing complexity of treatments and a workload that often prevents caregivers taking the time to listen to patients. In this context, the HUG intend to optimize the distribution of work tasks between now and 2020, to save time and make staff more available to patients.
A caring hospital is a hospital where no one waits too long. In this regard, no effort is spared at the HUG, especially in A&E. Thanks to an important series of measures initiated in 2013, and despite the constant rise in emergency consultations, there has been a substantial fall in the time it takes for patients to be seen. For adults and children alike, the most serious accidents and emergencies are handled with virtually no waiting. Waiting times for non-critical adult emergencies fell by half between 2014 and 2015, and now average between 5 and 28 minutes (median) depending on the severity. In paediatrics, these waiting times halved between 2010 and 2014. Patients wait between 12 and 22 minutes, depending on severity (15 minutes median), to see a doctor.
The HUG are committed to making people's hospital stay as pleasant as possible. But sometimes patients do leave unhappy or dissatisfied. In such cases, they are invited to share their grievances with the mediation centre, which employs two workers whose job it is to reconcile the various points of view and to put forward solutions.
Feeling safe in hospital contributes to the comfort of patients and their relatives. This is why, in 2015, the HUG's 27 security agents took an oath before the Geneva authorities for the very first time. It's a way of demonstrating the importance attached to this issue. These employees are responsible for watching over people and property, but are also there to reassure, guide and help people in difficulty. Every year, they perform over 9000 interventions, an average of 25 per day.
In 2015, the HUG Private Foundation, which collects large and small donations from individuals and communities, decided to fund 24 different projects aimed at improving patient comfort and quality of care, for a total budget of almost CHF 4 million. Requests were made by staff from the various services and departments of the hospital. These include, for example, installing televisions in certain rooms, renovating an occupational therapy suite, and creating a secure and comfortable room for patients awakening from coma.
In Geneva, approximately 50,000 people suffer from a physical or mental disability, which can create mobility problems or cause communication or behavioral disorders. These people need special care on the part of caregivers.
At Geneva University Hospitals, the institutions and families that include someone with a disability now benefit from a simplified procedure. A central telephone in A&E is used to announce their arrival and share the specific needs of the patient. The waiting time for these patients is limited, and they have a dedicated area where they can wait in peace.
In addition, a form filled out prior to arrival at the hospital gives details of the disability and its specific features. As a result, the nursing staff know how to behave in advance, to ensure smooth communications with the person in question. A special medical consultant has also been appointed to monitor the treatment of all patients with disabilities.
Being at the service of patients also means keeping them informed. To this end, some 60 videos were posted to the YouTube channel in 2015, and viewed by 1.2 million people. Followers of the HUG Facebook page increased from 6167 to 15,046 in 2015. During this same period, LinkedIn subscribers increased by 57% and Twitter followers by 27%. Around thirty communications events for the general public were organized. The magazine Pulsations, published in 33,000 copies and available free of charge by subscription, was published six times last year. Forty or so informative brochures for patients were published, as well as twenty other updates. As for the media relations department, it issued 60 press releases, and responded to over 1000 requests for information and interviews, as well as arranging eight press conferences and visits.
Patients also appreciate art and relaxation. To this end, a programme of cultural activities has been set up at the hospital. In 2015, 45 events were organized: concerts, exhibitions, conferences, film screenings, etc. Art collections are exhibited at 15 different locations across the HUG.
Followers of the HUG Facebook page (March 2016)