NHS 111, Urgent Treatment Centres, Minor Injuries Units
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Between January and March 2026, Healthwatch Warwickshire asked people for their recent experiences of using NHS 111 services, Urgent Treatment Centres (UTC), and Minor injuries Units (MIU). Through in-person engagement across the county, and on their website and social media channels, they received 230 responses to their survey.
People across Warwickshire said they: •
Have a strong appreciation for caring and professional staff.
Find long waits and delays frustrating, especially when they are not communicated in advance.
Are sometimes confused as to which services are most appropriate for different circumstances.
77% of people who told of their satisfaction with NHS 111 services, responded positively. Healthwatch heard NHS 111 services could improve experiences for patients by supporting staff to:
- Use effective listening skills and speak to callers with empathy, when using scripted triage.
- Ensure more vulnerable callers are treated appropriately.
- Use relevant local knowledge to give clear information about appropriate services.
79% of people who told about their satisfaction with Urgent Treatment Centres/Minor Injuries Units, responded positively. People said their experiences of Urgent Treatment Centres/Minor Injuries Units, could improve by:
- Communicating expected wait times in a clear and transparent way.
- Increasing doctor led capacity at Hospital of St Cross, Urgent Treatment Centre, Rugby.
- Expansion of opening hours at Stratford-upon-Avon Minor Injuries Unit.