Improving patient access to urgent and emergency care in Dorset

NHS Dorset asked Healthwatch Dorset to independently evaluate patient experiences of the different urgent and emergency healthcare settings, to identify ways to improve people’s understanding and access to these vital services​.

In April 2023, they gathered feedback from 56 patients, recorded observational data at healthcare settings, and had conversations with frontline healthcare staff. They found:

• A lack of communication between healthcare settings, patients, and NHS 111, including around NHS 111’s role in signposting and booking appointments.
• Limited patient awareness of the distinctions between MIUs and UTCs and the services provided, leading to a preference for using ED or NHS 111.
• Inconsistent and outdated information in healthcare settings and on the Stay Well Dorset website.
• Underuse of MIU services in rural areas.
• An increase in patients visiting MIUs and UTCs who need primary care rather than urgent or emergency, due to lack of GP and dentist appointments.

In their report, Healthwatch Dorset make several recommendations to help NHS Dorset address these issues and enhance public understanding and access to urgent and emergency care services. Collaborative work is now underway to incorporate patient engagement and experience into the design and delivery of services in Dorset.

Read the report