1. Urgent Care Engagement in Pennine Lancashire to support the Urgent Treatment Centre Review Process

2. Next Steps on the NHS 5YFV and UEC Delivery Plan (2017)
Delivery of urgent care needs to be:
Consistent and the language needs to be simple
Services need to be easy for patients to understand and access
To support this, the Government have identified seven priorities to transform urgent and emergency care services.
This includes the roll out of Urgent Treatment Centres (UTCs) by December 2019 which aim to:
Standardise the confusing range of options available locally (Urgent Care Centres, Minor Injury Units with differing levels of service)
Simplify the system so patients are clear about which service is best for their need when in an urgent or emergency situation.

3. Urgent Treatment Centres Principles and Standards (July 2017)
Urgent treatment centres will be:
GP-led (GPs, nurses and other clinicians)
Open at least 12 hours a day, every day
Urgent appointments - offered within 4 hours and booked through 111, ambulance services, general practice + walk in option
Be equipped to diagnose and deal with many of the most common ailments people attend A&E for.

4. Urgent Treatment Centre (UTC) Review
Work is now ongoing to determine the number and location of UTCs for Pennine Lancashire.
This review will include all urgent care walk-in access sites including the Urgent Care Centres and the Minor Injury Units.

5. Communications and Engagement
Three phases of engagement to support the review process:
Phase 1: Review of all known local engagement relating to urgent care in the last three years - completed
Phase 2: ‘What is important to you when you need to access urgent care?’
Phase 3: Formal engagement/ consultation (options for development of urgent care)

6. “What is important to you?”
Starting in October 2018; the Unscheduled Care Team and Communications Team have been visiting urgent care facilities in Pennine Lancashire to ask:
Do people speak to a health professional or seek advice before accessing an urgent care facility?
How are people travelling to access urgent care and does this differ from their normal day to day travel?
What factors are important to people when accessing urgent care services?

7. The engagement activities are based on Participatory Appraisal which enables people to identify their own priorities and highlight what matters to them.
PA uses visual and flexible tools to ensure that everyone can join in regardless of background and tends to be carried out in places where people already meet in their everyday lives.
PA is especially useful for participants who find other methods of engagement to be intimidating or complicated and we have found that this method works well in an urgent care environment, where people were feeling unwell and may not wish to engage in lengthy conversations.

8. Convenience/ Location Getting help & advice - quick
Top Themes
Convenience/ Location
Waiting Times
Getting help & advice - quick

9. Wanted Diagnosis and Treatment
Other Themes
A professional signposted me here
Environment
Environment
Couldn’t get a GP appt
Conscious of resources
Wanted Diagnosis and Treatment
Right place for my needs

10. “Excellent facility to use – essential to the valley”
Male, 25-34yrs, Rawtenstall, Rossendale MIU
“I want to be seen quickly – see what the problem is..”
Male, 16-24yrs, Burnley, BUCC
“I tried 111 first but not very helpful. The 111 online outcome was ‘see a GP in the next 6 hours’ but I’m not registered with a GP and I wasn’t referred to see one”
Female, 45-54yrs, Blackburn,
RBH UCC
“I looked at waiting times online – I would go wherever has the shortest wait time, even if that meant travelling further”
Male, 25-34yrs, Colne, BUCC
“Distance is important to me”
Female, 16-24yrs, Accrington, AVH MIU
“This is the only place I know where to go”
Female, 45-54yrs, Darwen,
RBH UCC
“To get my son seen quickly as my GP closes at midday”
Female, 35-44yrs, Burnley, BUCC
“Rang 111 for advice – didn’t think it was urgent enough for hospital
Male, Over 75, Blackburn, OOH
“It is convenient to ring 111 for advice”
Female, 25-34yrs, Blackburn, OOH
“I couldn’t get a GP appt – this was the next best place to come”
Female,25-34yrs, Barnoldswick, BCC
“Better equipped than elsewhere ie Burnley, been there before”
Female, 65-74yrs, Bacup
RBH UCC
“I need to get an X-ray – I think this is the best place for me to come”
Male, 16-24yrs, Colne, BUCC
“I came to Burnley because it is supposed to be quicker – 111 advised that Burnley had availability”
Female, 25-34yrs, BUCC

11. Next Steps
All comments will be reviewed to identify key trends and themes. The results will be used to:
Support the development of options (to simplify urgent care)
Inform the next stage of the review.