Urgent Treatment Centres: Insights from the community
Summary of report content
Between December 2025 and February 2026, Healthwatch Blackpool, in partnership with FCMS, engaged with the local community to explore public awareness and experiences of UTCs across Blackpool, Fylde, and Wyre, with 608 people contributing via surveys, focus groups, follow-up conversations, and primary care insights.
Key findings
- Experiences of using UTCs: 190 individuals had previously used a UTC. Most attended 1-2 times in the past year, commonly for an infection or illness. The majority chose to attend themselves, while others were advised by their GP or NHS 111.
- Access was reported as easy, and quality of care and staff manner were largely rated as good or excellent.
- Waiting times received mixed feedback, ranging from positive to poor during busy periods. Most were seen within 1–2 hours, but longer waits affected satisfaction
- Many patients received follow-up information, and most shared that they had not been offered signposting to community and wellbeing services but would have welcomed this.
- Awareness and perceptions: Findings showed that awareness of UTCs was generally high, with most participants reporting that they understood what the service offers. However, many were only somewhat aware of UTCs but unsure about the full range of services available, while a small number reported limited or no awareness.
- Linking with the community: Many emphasised the importance of UTCs connecting people with community and wellbeing services, particularly for emotional wellbeing, older adults living alone, people with disabilities or long-term conditions, carers, and those experiencing domestic abuse or homelessness.
- A need for trauma-informed approaches were also highlighted. Stronger links with GPs, hospitals, and community services were seen as essential for continuity of care.
Based on these findings, the report has 10 recommendations to improve the service, based around improving public awareness, communication with patients and embedding trauma informed practice.