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Current surveys and consultations

On this page we provide the list of current consultations that we are undertaking. We really value your feedback as it helps to shape local health services.

Urgent care engagement review 2020

Nationally, there is a focus on getting patients get the right care, in the right place and at the right time, and importantly as convenient for them as the seriousness of their condition allows. Within the Vale of York context, an opportunity has arisen to review the way that we provide urgent care in the area. 

Urgent care services are for when you need medical advice or treatment for a health condition on the same day. Urgent care covers conditions which are not life threatening but cannot wait until a routine appointment with your GP or other healthcare professional is available.  In order to provide a good service, we want to understand what our population already knows about urgent care in the Vale of York and when to use it.

As a result, we have taken the opportunity to carry out an initial scoping exercise to understand the needs of our population and how they access urgent and same day care. As part of this report we have referenced a number of surveys and engagement activities which have taken place over the last two years with a focus on accessing GP services, out-of-hours and urgent care. In addition, we carried out a specific engagement activities, in partnership with Healthwatch York and North Yorkshire to find out more about why people may attended A&E and what people do if they have an urgent care need that is not life threatening, but needs to be assessed on the same day.

Read the urgent care engagement report 2020 here.

The following documents and engagement activities were consulted as part of this report:

What our population told us:

Reviewing the thousands of conversations and feedback submissions from the Vale of York population, there are a number of key themes that emerge around the understanding of urgent care, when to access it and people’s experience:

  • The system is too confusing: People are unsure about when to use NHS 111 service, when to call a GP or when to go to A&E. Difficulties ‘navigating the system’ and ‘knowing where to go’ were raised multiple respondents.

  • GP is the first choice for an urgent care need.

  • There is lack of knowledge about Urgent Treatments Centres (UTC)

  • People are unsure of where to go/how to access out-of-hours care

  • Travel and transport was important to people

  • Improved access: People commented that they would welcome better access to GP services, via the telephone and outside of working hours.

  • Type of appointment: People still prefer face-to-face as a means of having an appointment. However, since March 2020 and the coivid-19 pandemic there has been more of an uptake in telephone and digital consultations.

  • Range of professionals: Respondents were happy to see a range of healthcare professionals for their urgent health need.

  • Using the telephone to get advice: Generally people were used to accessing services via telephone. However, experience was much more positive if this was with a health care professional rather that a call taker.

  • Continuity of care and joined up care: People commented that there needs to be more joined up sharing of records, otherwise and then you have to explain to every clinician about your conditions.

  • Better use of technology: For some people access to the internet and technology was not difficult and in some circumstances, especially during the Covid-19 pandemic, it was preferred. However, It is important to be mindful to not digitally exclude patients. For those who had difficulties – cost, ease of use and access to good quality broadband were some of the main concerns.

  • Low awareness of online service, and appointments at the weekend and evenings through the GP surgery.

  • If people had a child who was unwell, they more likely to go to A&E.

  • If people had a mental health condition, they would prefer to see someone they trust.

  • Better communication was a key theme. People mentioned how communication could have been better. Young people also told us that information about their own care was not always provided in an easy to understand or accessible way.

  • Recognition of pharmacies was high, and according to the 2020 Urgent care survey 42% of people would chose to go to a pharmacy to try and treat and urgent medical condition.

  • People who access A&E are likely to have tried another healthcare option first.

  • Out of area patients, such as tourists or business people told us that they had to go to A&E because they couldn’t get appointments with local GPs, or get a prescription for medication.

  • Increase awareness of carers and vulnerable patients: Awareness of their needs and providing clear information would improve the experiences when accessing health and care services.

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