You Said, We Did Urgent Care Engagement Report

YOU SAID, WE DID – URGENT CARE ENGAGEMENT REPORT

Introduction

This brief feedback report highlights some of the key areas of feedback received following an engagement exercise conducted between January and March 2017. It sought views from local people on the way urgent care (out of hospital services) could be provided in the future across Colchester and Tendring. The report also indicates how the feedback has been used to shape thinking around the development of plans. Detailed analysis conducted by two independent bodies (UCL and Dr Stephen Wilkinson) is also available on our website.

Value

YOU SAID:Some respondents told us that they valued the current minor injury units at Clacton and Harwich and the Walk in Centre at Colchester.

WE DID: As a result of the feedback received, the CCG will keep urgent care services in their existing areas.

Staff capacity:

YOU SAID: Some respondents were opposed to dismantling current services because of the perceived additional burden that this would place on GPs, A&E and other hospital services. This would lead to longer waits for GP appointments and for A&E treatment.

WE DID: As a result of this feedback, our intention is to locate out of hours GP services from the three existing centres in Colchester, Clacton and Harwich. The reason for this is to increase ease of access to services out of hours. We are also considering our workforce model to ensure teams comprise of a wider range of clinical specialities such as pharmacists and allied health professionals to support the management of demand on other urgent and general practice services.

Location

YOU SAID: Some respondents preferred to be treated locally without travelling to hospital. Respondents reported that the prospect of travel to another site would place an additional burden on patients and their families.

WE DID:As a result of this feedback, the CCG has now decided to keep the centres where they are and to provide consistent opening hours across the services.

Access to services

YOU SAID:Some respondents pointed out that closure of current services would impede access. These would have the greatest impact on those most in need: the disabled, the elderly and carers. Respondents also thought that access to services should be regulated.

WE DID: We are working with Colchester Hospital to identify what minor injury or illness could be provided safely in the community to prevent patients from attending hospital in Colchester. Having conducted our engagement exercise, it became apparent that for many people living in coastal areas that travelling from their home to Colchester Hospital would become a significant and costly inconvenience. This has also strengthened our belief in keeping services where they are. The Urgent Treatment service will include triage of patients to ensure resources are available to those with the greatest clinical need.

Qualityof service

YOU SAID:The minor injury units and the walk in centre were perceived to provide a distinct service for patients whose needs fall between that of general practice and A&E. Respondents were concerned about the quality of alternative services, such as NHS 111.

WE DID: We are working to provide an integrated out of hours and 111 service that would seek to provide a greater range of clinicians to provide advice and guidance to patients with urgent care needs.

Funding

YOU SAID: Some respondents said that a centralised service and a more cost effective reorganisation may save money.

WE DID: We are looking at how we can work collectively as a system through a range of providers to reduce duplication and increase efficiency through more timely access to the right care for your need.