Matchmaking March: How SPARK Connect® Supports Emergency Departments

Welcome back to the last week of Matchmaking March, where we pair an NHS challenge with a SPARK® solution that delivers a real impact. So far, we’ve tackled patient feedback, meal ordering, and patient and charity engagement. Now, for our fourth match, we’re focusing on one of the busiest and most demanding areas in healthcare: the Emergency Department (ED).

The Challenge: Overburdened ED Staff and Uninformed Patients

Emergency Departments across the NHS are under relentless pressure. Staff are stretched to their limits, and patients often arrive without knowing whether ED is the right place for them. Studies show that at least 10% of ED visitors could have been treated elsewhere, but without clear guidance, they end up facing long waits in overcrowded waiting areas. For those who do need ED care, the experience can be stressful and uncertain, waiting without updates, unsure of what services are available, and feeling disconnected from loved ones.

For ED teams, this leads to inefficiencies, frustration, and burnout. When patients aren’t well-informed, staff spend more time answering questions that could have been addressed through better communication. Hospitals need a way to guide, support, and engage patients from the moment they arrive.

The Match: SPARK Connect®’s Digital Front Door for EDs

SPARK Connect® transforms the Emergency Department experience by offering an intuitive digital front door. Hospitals can immediately signpost patients to the right services using our secure patient WiFi gateway, easing pressure on ED teams. From the moment patients connect to WiFi, they can access key information about wait times, alternative care options, and hospital services, without asking a busy staff member.

Through SPARK Connect, ED teams can:

• Direct patients to the right level of care: Helping those who could be seen elsewhere find alternative NHS services.
• Improve communication: Providing real-time updates on wait times and care processes, reducing anxiety.
• Enhance the waiting experience: Offering digital resources like health education, self-care advice, and signposting to community support services.
• Support staff efficiency: Reducing unnecessary inquiries and allowing teams to focus on urgent care needs.

Real-World Impact: A Smoother, Less Stressful ED Visit

Better communication can transform the ED experience. Using SPARK Connect® hospitals could see a drop in unnecessary ED visits within weeks of launching their digital front door, simply by directing non-urgent cases to more appropriate services. Trusts could also see an increase in patient satisfaction scores after using SPARK Connect® to provide real-time updates, helping to ease the frustration of long waits.

By making vital information accessible, hospitals can ensure that ED teams aren’t overwhelmed by patients who could be treated elsewhere. And for those who do need emergency care, the experience becomes far less stressful, with better communication, clear expectations, and access to support services.

Making the Perfect Match

Emergency Departments need solutions that support both staff and patients. By matching the NHS’s need for improved ED efficiency with SPARK Connect®’s digital engagement platform, hospitals can reduce unnecessary demand, improve communication, and enhance the overall experience.

Find out more about SPARK Connect® by clicking below.