The Vital Role of the British Red Cross in Helping the Emergency Department

9th May 2023

A 15-strong, British Red Cross team helps the Emergency Department (ED) at The Grange University Hospital. They greet patients and families, providing support during difficult times, throughout their hospital stay, and after discharge.

The team, known as the Home Safe and Wellbeing Service, focuses on supporting both staff and patients in the Emergency Department. They also aim to ensure that patients return home safely and spend less time in the hospital when it's not necessary, thereby freeing up beds.

Judith Maggs, the British Red Cross Team Manager, said, “It’s the little things that you don’t think, that you’ve made the difference to help people, to help the department and the people we engage with.”

The service doesn't just drop off patients after they are discharged from the hospital; they also make sure that patients' homes are safe and refer them to other services as needed, such as fire alarms or gas and electricity usage. They contact carers, social workers, and next of kin, and provide follow-up calls after patients have resettled to ensure their ongoing safety.

On a typical day, they also provide practical and emotional support to those using the Emergency Department, providing a sympathetic ear for patients and the capacity to react to patient needs like food for families waiting with them and even phone chargers.

They often also assist by collecting medication and test results, signposting/referring patients to other services in the community whilst in ED and offering food & drink to relatives who attend with patients.

In March of this year alone, the service supported 2961 patients and resettled 122 patients, saving 3569 miles in transport and resettlement. Their vital role in assisting the Emergency Department is clear, and they make a difference every day.

A relative of a patient said: “I was quite shocked that they offered me food, I was never expecting that. But that’s good because families struggle and it’s not just the kids, it’s the parents as well.”

“They help a lot of youngsters, adults through struggles. Keep doing what you’re doing, you’re doing a great job.” He continued.

Another patient said: “It was lovely to have staff from Red Cross in this hospital. I was alone and one of your kind staff sat with me as I was nervous talking to the doctor. I cannot thank you enough.”

Dr Heledd Espley, a Speciality Doctor in the Emergency Department said: “The Red Cross are invaluable to us. They provide good support for our patients. It’s always very reassuring that we know the patients are going home safely, that they are being looked after in the community, they’re getting the follow-up that they need, they’re having food packages and things taken to them on a regular basis.