What we're hearing about urgent and emergency care pathways July 2024
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In April and June 2024, Healthwatch Surrey visited Aldershot Urgent Care Centre (UCC) and Frimley Park Hospital’s Emergency Department to talk to people about what led them to those particular services for treatment. When Healthwatch attended the Frimley Primary Care board, they heard that there was a need to better understand people’s decision making and choices when seeking urgent or emergency care. They wanted to find out more and to share people’s experiences to help the system learn and plan accordingly, ensuring people can get the best possible care in the most efficient and accessible way. They spoke to 46 people in total.
Key findings
The majority of people Healthwatch spoke to sought advice from primary care before attending elsewhere.
People don't know about the Urgent Care Centre. Most people had been directed there after requesting a GP appointment. Most of these people wouldn't have gone to A&E as their conditions weren't considered an emergency.
Car parking and better signpost of the urgent care centre could be improved for users, but overall people were pleased with the service.
Overall people were attending A&E appropriately. Most had contacted other services first or felt they wouldn't be seen effectively elsewhere.
Despite long waits, some people are put off alternative routes due to previous experiences of them.
There was praise for staff working in A&E in challenging circumstances.
People found it difficult to access the hospital site and were put off from attending as a result.