Public Experience: Accessing Urgent Care

Healthwatch North Yorkshire worked with Harrogate and Rural District Clinical Commissioning Group in 2017 to understand how local people access urgent care services. A survey completed by 130 residents explored experiences of services such as NHS 111, A&E, Minor Injury Units and Out of Hours GP services. Most respondents said they knew where to go for urgent care, and many had used pharmacies or NHS 111 as alternatives to A&E. 

The most important aspect of urgent care for respondents was being seen quickly. Fast access to treatment, seeing the right professional and receiving appropriate advice were all highly valued. People also wanted services to be easy to access, available when needed and delivered by knowledgeable staff. Good communication and reassurance from healthcare professionals were recurring priorities.

Most respondents said they would be willing to travel for urgent care if it meant receiving the right treatment, although a small number said distance, health conditions or transport difficulties would prevent them from travelling further. There was also support for seeing healthcare professionals other than GPs where appropriate, particularly if this improved access and reduced waiting times. Many respondents expressed concern about inappropriate use of urgent care services and felt patients should be helped to access the most suitable service for their needs. 

Overall, feedback highlighted the importance of speed, expertise, accessibility and clear advice when designing urgent care services. While many people reported positive experiences, concerns were raised about confidence in NHS 111 and mental health crisis support. The findings were intended to help inform future decisions about urgent care provision in Harrogate and the surrounding area.