Insights from patients in the Urgent Care Centre and Accident and Emergency Department of West Middlesex University Hospital

This report explores patients’ understanding and use of Accident and Emergency (A&E) and Urgent Care Centre (UCC) services at West Middlesex University Hospital. Healthwatch Hounslow surveyed 250 patients attending the services to understand why people chose to attend, their awareness of alternative healthcare options and how inappropriate attendance at urgent and emergency care services could be reduced.

The findings showed that while many patients believed they understood the difference between A&E and UCC services, there was widespread confusion about the purpose of each service and the alternatives available locally. Difficulties accessing GP appointments, limited awareness of extended-hours services, uncertainty about digital booking systems and gaps in knowledge of community healthcare options contributed to attendance at urgent and emergency care services. The report also found lower awareness of some NHS services among younger people and some ethnic minority communities.

Healthwatch Hounslow concluded that improving public understanding of available healthcare services could help people access the right care in the right place. The report recommended increasing awareness of UCC services, NHS 111, community pharmacies, nurses and healthcare assistants in primary care settings, while also improving timely access to GP appointments and tackling barriers affecting groups with lower awareness of NHS services