Urgent Health Care Services

Healthwatch Brighton and Hove carried out a large survey of urgent healthcare services in 2013, gathering 179 responses and incorporating feedback from a range of community organisations. The review examined experiences of pharmacies, GP surgeries, the Brighton Station Health Centre, out-of-hours GP services, NHS 111, emergency dental services, adult A&E and children's A&E. A major overall finding was that many people were unclear about what urgent care services existed, what they offered and when they should be used. Poor awareness often led people to choose services that may not have been the most appropriate option. 

Pharmacies were the most positively rated service in the review. People valued pharmacists' advice, support with medications and willingness to go beyond basic duties, such as helping with prescriptions and deliveries. However, respondents wanted longer opening hours, better promotion of late-opening pharmacies and clearer information about the full range of services pharmacies could provide. 

Experiences of GP services were more mixed. While many patients praised their GP and valued face-to-face and telephone consultations, difficulties obtaining appointments were common. Long waits, limited appointment availability and telephone access problems were recurring concerns. Respondents wanted more evening and weekend appointments, greater continuity of care for people with long-term conditions and stronger promotion of online booking systems. 

Awareness of urgent care alternatives was often poor. Many people were unfamiliar with the Brighton Station Health Centre, out-of-hours GP services, emergency dental services and NHS 111. The NHS 111 service attracted particularly negative feedback, with concerns about long questioning processes, delays receiving clinical callbacks and inappropriate advice. Many respondents said they would prefer to speak directly with a clinician. 

Experiences of A&E services were mixed. People praised staff professionalism and compassionate care, but expressed concerns about long waiting times, parking, overcrowding, cleanliness and communication. Some respondents felt safer and better informed when staff explained delays and kept them updated. Similar themes emerged in children's A&E, although overall feedback there was more positive, with many parents praising staff attitudes and child-friendly care. 

Healthwatch concluded that better public information was needed across the urgent care system. Its overarching recommendations focused on raising awareness of all urgent care options, helping people understand what each service provides, improving communication about waiting times and strengthening coordination between services so that patients are directed to the most appropriate care first time.