The Design Council's Chris Howroyd and ethnographic researchers Becky Rowe and Martin Bontoft describe the ethnographic research deployed on the 'Reducing violence and aggression in A&E by design' project.
A year-long project run by the Design Council and commissioned by the Department of Health asked designers to design new systems and services that could help make the experience of visiting A&E less stressful and frustrating.
The estimated cost of violence and aggression to the NHS exceeds £69m annually, but this figure does not tell the whole story. Violent and aggressive behaviour affects staff, patients and other service users in a number of different ways. Designers working with psychologists and healthcare experts have studied patient behaviour and interactions with staff to discover insights on what triggers violence and aggression in A&E and they have developed solutions that provide patients with a better understanding of the system they are in.
Read a transcript of this film designcouncil.org.uk/AEtoolkit/Webinars/Insights-from-ethnographic-research/