Review of the Integrated Urgent Care Service for Gloucestershire

Healthwatch Gloucestershire undertook research on the Integrated Urgent Care Service (IUCS) in Gloucestershire. They reviewed patient feedback and visited the service on 18 May 2026 to assess how the model was working 18 months after its launch. The service combines NHS 111, a Clinical Assessment Service and Out of Hours GP provision. 

The report found that patient experiences were mixed. Positive feedback included examples of rapid assessment and lifesaving interventions, as well as good experiences of minor injury units accessed through NHS 111. However, common concerns included frustration with NHS 111 call handling scripts, delays in receiving clinical call-backs, being asked to repeat medical histories, being directed to inappropriate services and making repeated contacts without their needs being fully addressed. 

The IUCS reported that patient feedback, performance data and staff experience have been used to improve the service since it launched in November 2024. Improvements included better prioritisation of urgent cases, comfort calls for people waiting for clinical contact, enhanced communication between teams and the use of digital systems to support information sharing. Staff reported that recruitment had stabilised and a GP working in the service described feeling well supported and valued the flexibility of out-of-hours working. 

Healthwatch Gloucestershire concluded that the service had made progress but still faced challenges around communication, integration of patient information and public understanding of urgent care pathways. The report recommended continued monitoring of patient experience, encouraged people to provide feedback through the Trust's Patient Carer Experience Team, and promoted greater use of NHS 111 online, community pharmacies and the One Gloucestershire "Click or Call First" campaign to help people access the right care more quickly.