Why are you waiting? Formulating an information pamphlet for use in an accident and emergency department

The provision of information to patients and relatives reduced their anxiety and leads to greater understanding of what is happening to them and around them. Supplying information verbally has been shown to be at times fragmented and haphazard, particularly when dealing with worried and anxious patients in a hospital setting. The anxiety generated by injury or illness leading to attendance at Accident and Emergency (A & E) Departments does not lend itself to the use of verbal information. To overcome this an information leaflet was developed to supplement verbal information. It describes the working and geography of the A & E department, in an attempt to improve patients' understanding of how the department works and why they may have to wait. The introduction of the leaflet is to supplement verbal communication. Its use has had a positive effect, dovetailing with verbal communication to improve patients' understanding of why they may have to wait.