Improving patient access to urgent and emergency care in Dorset - Why are people confused about what services to use?

NHS Dorset asked Healthwatch Dorset to evaluation resident’s understanding of the different healthcare settings available and how easily accessible they are. In addition, Healthwatch Dorset wanted to find out about people experience’s of using Minor Injury Units and to understand the staff perspective on how systems could be improved to make services more effective.

In April 2023, volunteers from Healthwatch Dorset visited all 12 urgent and emergency care sites across Dorset. In each unit, they spent two hours gathering patient feedback using a survey designed by NHS Dorset and an hour observing the service in action and talking to staff. In total 56 patients responded over the course of 15 visits.

Findings suggest that not all patients are being accurately redirected to Minor Injury Units or Urgent Treatment Centres by other healthcare professionals, NHS111 or emergency departments. The report contains six recommendations.

1. Improved communication, with patient pathways clearly explained.
2. More and better engagement with frontline staff.
3. Re-examination of NHS111 algorithms and pathways to create clearer signposting.
4. More consistency in service across Minor Injury Units and Urgent Treatment Centres.
5. Update the Stay Well Dorset website urgently.
6. Launch a targeted public awareness campaign about the different types of healthcare facilities and their specific roles and services.