What are people's views of Urgent Treatment Centres?

Healthwatch Birmingham & Solihull partnered with Birmingham and Solihull Integrated Care Board (BSOL ICB) to understand people’s experiences of using Urgent Treatment Centres (UTCs). The report feeds directly into the BSOL ICB’s transformation programme and national UTC standards.

The findings show UTCs are a valued service among respondents. When people manage to navigate through the difficult process of accessing these services, the majority report a good experience with the care and treatment they receive. This report identifies the key reasons people choose - or choose not - use a UTC in Birmingham and Solihull. 

Factors such as limited access to GP appointments, convenience, proximity, available facilities, opening times, ease of access and ways of booking all influence patient decisions. However, significant barriers to access remain. People note that the process of accessing a UTC is complicated and time-consuming, which limits patient choice and increases waiting times. There is also confusion around UTC services, with the public unclear of what the different services are, what the provision is, and how to access them. This is especially true when they receive conflicting information from healthcare professionals. 

Choice is further affected by geography. Because some UTCs are not local, people are sometimes expected to travel long distances – even bypassing their nearest A&E. For patients with limited mobility or means, this presents a serious barrier to care. Standardising facilities and services at all UTCs would reduce unnecessary referrals and improve equity of access.

There are mixed opinions about staff. Some people report excellent care from both GP-led and nurse-led services, while others express concerns about communication, professionalism, or a preference for GP-led models. A strong view is that for UTCs to be successful, they must provide something different from standard GP services. A key factor is the ability to have walk-in access, and not be too reliant on pre-booked appointments.

Patients want greater flexibility and choice in how they use UTCs, including the ability to walk in or book ahead, depending on their needs. Booking processes should be simple and inclusive. Online booking should be easier for those who prefer it, while other options should be available for those who cannot or do not wish to use technology. Making UTC services the same everywhere, including tests and scans, would help reduce travel burdens and ensure patients can access the right care close to home.

A clear and coordinated information campaign is needed for both patients and healthcare staff. This will help people understand when and how to use a UTC. Better public education on what conditions can be treated at a UTC will help reduce unnecessary visits to A&E or GP practices. Likewise, healthcare staff—including NHS 111 and GP receptionists—must be consistently informed to help direct patients appropriately.

Waiting areas should be comfortable, child-friendly, and suitable for people with additional needs while also providing privacy. Reducing long waits by making services run more smoothly should be a priority. Staff training should be improved so that staff easy to recognise and provide kind, supportive care. Finally, UTCs should also have better referral systems to make sure patients get the right help from other services when needed.