Pennine Lancashire Insights - Emergency Department and Urgent Treatment Centres: Informing Winter Plans 2021-2022

Healthwatch Blackburn with Darwen carried out face-to-face and online engagement with 109 patients attending Royal Blackburn Emergency Department, Burnley Urgent Treatment Centre, Accrington Minor Injuries Unit and Rossendale Minor Injuries Unit to understand why people accessed urgent care services and to help inform NHS winter planning. Across all settings, many patients attended because they were unsure where else to go, believed urgent care was the most appropriate option, or had been advised to attend by GPs, NHS 111 or other healthcare professionals. Injuries, falls, infections, abdominal pain, chest pain and concerns about children’s health were among the most common reasons for attendance. 

A recurring theme was difficulty accessing primary care services. Patients frequently reported problems getting through to GP practices by telephone, limited appointment availability and uncertainty about alternative urgent care options. Awareness of NHS 111 telephone services was generally high, but awareness of NHS 111 online services was lower among some groups, particularly people whose first language was not English. Minor Injuries Units were valued by those who used them, with patients praising quick access, convenience and shorter waiting times, although awareness of these services appeared limited. 

Healthwatch also explored how patients preferred to receive information about healthcare services. The NHS website was the most commonly cited source, followed by posters, leaflets, television advertising and social media. Respondents highlighted the need for clearer communication about available urgent care services, better promotion of NHS 111, community pharmacies and minor injury units, and information available in a wider range of languages. Several case studies illustrated positive experiences of compassionate and professional staff but also highlighted concerns about long waits, corridor care, communication gaps and pressures faced by frontline teams. 

Healthwatch concluded that there were opportunities to reduce pressure on emergency departments by improving public awareness of alternative urgent care pathways. Recommendations included wider rollout of booked appointment systems, increased promotion of minor injuries units, NHS 111 and community pharmacy services, improved signposting between urgent care settings, extending access to diagnostic services in some locations and ensuring communications are accessible to diverse communities. Overall, respondents were generally positive about the care they received once they entered the system, but many felt that navigating urgent care services could be clearer and easier.