design for good :: a better a&e

Katie | December 11, 2013

PearsonLloyd A&E PROCESS MAP

It might seem strange but A&E departments are places where normally rational people often become aggressive and in some cases physically violent. Briefed with finding a solution to this phenomenon, PearsonLloyd looked into the causes of this aggression. They found that patients and their families and friends, in an already highly stressful situation, were getting frustrated – often because they didn’t understand what was happening or why it was happening. They realised that communicating the process that patients go through in A&E in a really clear and simple way could remove a lot of the underlying frustration and therefore reduce aggression and voliance in A&E.

It seems they were right. Their solution, ‘A Better A&E,’ was implemented in Autumn 2012 and has been rigorously evaluated over the past year. The findings show:
•  88% of patients said that the new signage clarified the A&E process
•  75% of patients said that the new signage made the wait less frustrating
•  Offensive language and swearing has reduced by 23%
•  Threatening body language and aggressive behaviour has been halved

PearsonLloyd A Better A&E Panels

Further reading for the especially geeky:

Further Reading for the Especially Geeky ::

Founding Editor – Katie Treggiden

Having established confessions of a design geek in 2010, Katie Treggiden has gone on to a career in design journalism, writing for titles such as The Guardian, The Telegraph, Elle Decoration, Stylist, Design Milk and Ideal Home. In 2014, she launched Fiera, an independent magazine dedicated to discovering new talent at the world’s design fairs. Her second book, Makers of East London, was published in 2015.

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