Improving the Assessment and Triage of Patients with Mental Illness ...

5.5 Conclusion
Improving the triage and assessment of patients with mental illness attending the
Emergency Department was the principle objective of this change management project. The
change process was carried out using the steps of the Health Service Executive Change
Model (2008). I believe the project was a success as the objective was achieved.
The engagement of key stakeholders and relentless clear communication are two
fundamentally important elements that must be cultivated. The success of the project was due
to the constant communication of the vision and the empowerment of staff through change
teams and champions of change.
The use of a structured framework helped to improve the assessment of patients with
mental illness and accordingly increased staff confidence. In conjunction with this the
introduction of the computerised triage pop-up screen reduced triage assessment times whilst
obtaining the most relevant details from the patient.
This change management project set out to improve the triage and assessment of
patients with mental illness. I consider the project a success as it achieved its objective
through managing the change process in conjunction with the steps of the HSE change
model.
‘Wise men change their minds,
fools never’
(Unknown)
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