Urgent and emergency care covers appointments which need urgent, same day and unplanned contact. This includes some types of GP appointments, as well as visits to Accident and Emergency (A&E), walk-in centres or urgent care centres.
A sample of what people told us
| "Transport to out of hours facilities difficult for many villagers if no access to a car. This penalises young families and the elderly population who live in rural areas where public transport has been reduced or removed"
||"I think a lot more could be do educate people about the appropriate places to get help. A surprising number of people don’t seem to know that a pharmacist can provide advice on minor ailments and discuss drugs and any issues with them. There needs to be a much more streamlined process when someone is admitted to hospital via the GP route"
|"A triage service at A&E to redirect non-urgent cases to urgent care/GPs so that urgent cases are dealt with immediately"
||"St Cross walk-in centre provides a good service; better understanding of this service amongst patients may increase its usage and free capacity at Walsgrave which can be extremely busy"
|"Drop in centres cover a wide geographical area. Waiting times are huge. Make better use of them in hospital A&E areas as triage to A&E or an on-site GP service. Prevent visits to different sites, delay in diagnosis, misuse of A&E"
What we know
- Patients find it difficult to know which services to use, and when to use them e.g. NHS 111 vs urgent care centre vs A&E
- Patients want to understand and access the right type of urgent care service
What we are trying to achieve
We are trying to make it easier for the public to know which urgent and emergency care service to access and when for their particular need whilst delivering a consistent level of care.
- Work with patients to help them understand the types of care available in an emergency and which ones to access i.e. providing information via GPs
- Ensure patients have the necessary information easily available in a format that suits them to understand and access the right type of urgent care service in an emergency to ensure they get the best care when they need it most
- Work with local people to ensure stroke services across Coventry and Warwickshire are developed to provide a good standard of care and meet national guidance
What we have done so far
We are supporting the national campaign for “Help us to help you”, amplifying the messages around how people can take care of their health this winter. We are also conducting outreach with seldom heard and health-related groups across the area to talk to them about how to stay well this winter and the services available to them.
We have engaged on stroke services across Coventry and Warwickshire, designing a new stroke pathway based on patient feedback and then taking it back out to patients to make sure that we had interpreted their feedback in a way that they were happy with. Find out more about our work around Stroke services here