Navigating urgent and emergency care services in Oxfordshire

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Summary of report content

Between January and April 2025, Healthwatch Oxfordshire heard from 322 people about their views and experiences of navigating urgent and emergency care (UEC) services in Oxfordshire.

While Healthwatch Oxfordshire heard that many people were able to navigate the urgent and emergency care system and were positive about the care they received, they also heard that some people faced difficulties, resulting in poor experiences or delayed care.

People said that the complexity of the urgent care system made it challenging to effectively navigate services. Healthwatch Oxfordshire also heard that there was confusion about the availability and range of services and the differences between them, which meant some people were unsure how to identify the most appropriate provider for their care needs – especially when under stress.

Healthwatch Oxfordshire has shared this report with Buckinghamshire, Oxfordshire and Berkshire West Integrated Care Board, Oxfordshire County Council, Oxfordshire Place Based Partnership, Oxford Health NHS Foundation Trust, Oxford University Hospitals NHS Foundation Trust, South Central Ambulance Service, and Oxfordshire GP Network alliance.

Providers and decision-makers have responded to the report and committed to improving people’s experiences by:

  • Developing an overarching Oxfordshire Urgent and Emergency online signposting to support people to access the right service at the right time and in the right place
  • Encouraging GP practices to promote the NHS app
  • Reviewing information and communication to make sure it is consistent across the board.

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General details

Local Healthwatch
Healthwatch Oxfordshire
Publication date
Date evidence capture began
Date evidence capture finished
Key themes
Access to services
Booking appointments
Caring, kindness, respect and dignity
Communication with patients; treatment explanation; verbal advice
Consent, choice, user involvement and being listened to
Follow-on treatment and continuity of care
Diagnosis
Integration of services and communication between professionals
Quality of treatment
Waiting for appointments or treatment; waiting lists for treatment
Waiting times- punctuality and queuing on arrival
Written information, guidance and publicity

Methodology and approach

Was the work undertaken in partnership with another organisation?
No
Primary research method used
Consultation
Interviews
Survey
If an Enter and View methodology was applied, was the visit announced or unannounced?
N/A

Details of health and care services included in the report

Details of health and care services included in the report
Emergency department (inc A&E)
NHS 111
Urgent primary care, including Urgent Treatment Centres, walk-in care, out of hours GP services, minor injury and treatment centres

Details of people who shared their views

Number of people who shared their views
322
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0
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