Urgent Treatment Centres (UTC) Listening Event Report

Healthwatch Liverpool visited the Urgent Treatment Centres (UTCs) in South Liverpool and Old Swan in December 2023, gathering feedback from 61 patients and relatives. Overall, feedback was positive, with patients valuing the convenience of being able to access care without an appointment and appreciating having local alternatives to A&E. Many people attended after being directed by another NHS service, particularly GP practices, NHS 111 or pharmacies, while others chose the UTC because they felt it was the right place for their condition.

The strongest positive themes were accessibility, convenience and staff attitude. South Liverpool patients particularly valued the ability to access multiple services in one location, including diagnostics such as X-rays, while Old Swan patients highlighted the importance of having a local service. Staff were frequently described as friendly, professional and helpful. Many patients felt the centres offered quicker and more thorough care than they expected, especially compared with struggling to get GP appointments. 

The main area of concern was waiting times. Patients generally understood that services were busy but wanted clearer information about how long they would wait and what to expect after triage. Healthwatch observed that waiting times increased significantly during the visits and that some patients were unclear about what “triage only” meant when services became particularly busy. A small number of respondents also raised concerns about support for people with autism, learning disabilities or other communication needs, suggesting that environments and processes could be made more inclusive. 

Healthwatch concluded that both UTCs provide valued local services and are helping reduce pressure on other parts of the NHS. Recommendations included improving communication about waiting times and triage processes, increasing staff capacity where possible, improving neurodiversity and learning disability awareness among staff, ensuring patients understand referral and assessment processes, and exploring ways to make the centres more accessible and supportive for people with additional needs.