NHS Somerset first asked Evolving Communities to independently gather public feedback about urgent care in West Somerset in 2022, before extending the public engagement project across the whole of Somerset during 2023.
Urgent care is defined as any form of unplanned healthcare that is required on the same day as the patient becomes aware of the health need; it is different to emergency care where there is an imminent threat to life. Urgent care can include minor or major injuries or any form of acute illness. It can be provided by a range of services depending on the circumstances, including General Practice, Urgent Treatment Centres, Minor Injuries Units, Opticians, Dentists, Pharmacies, NHS 111, and A&E.
Healthwatch Somerset supported Evolving Communities to deliver the project, which included a countywide survey and talking with local people at community groups, libraries and other public spaces. They gathered feedback from 736 people and produced 10 reports about how residents view and use same day urgent care services in:
| Somerset (countywide survey) Bridgwater Central Mendip Chard, Crewkerne and Ilminster Frome |
North Sedgemoor Taunton Dean West Mendip West Somerset Yeovil, South Somerset East and West |
Each report contains localised findings and recommendations, though some common issues can be identified:
- A lack of public awareness and understanding of the different SDUC services, with poor recall about the role of pharmacies, dentists and opticians.
- People want to be seen on the same day for their urgent care needs, even if their condition is not life-threatening.
- Difficulties getting to hospitals/urgent treatment centres were a concern, largely due to public/community transport.
- Mixed experiences, good and bad, were reported of using urgent care services.
- Mixed levels of confidence were expressed about finding information on urgent care.
- Mixed experiences were recorded around accessing GP appointments, both across Somerset and within areas.
- Accessing dental care was difficult in some areas.
- There was uncertainty and concern in some areas about the possibility of services closing.
Based on the public feedback gathered, Evolving Communities made recommendations to help address the issues raised in each area and across Somerset. These are mainly around improving public information and communication to raise awareness and understanding of the different SDUC services and treatment options, and further investigation and action around transport and GP services to improve access to care.
The reports were shared with NHS Somerset at the end of 2023 to inform their strategy for developing same day urgent care in the county. They welcomed the reports, acknowledged the value of public feedback in helping to shape services, and explained how they are using the reports to guide and implement change.
Kirsty Ash, Head of Urgent and Emergency Care, NHS Somerset, said: “NHS Somerset would like to thank the residents of Somerset who provided information to help improve access to urgent care services for local people. This project has formed a core part of our Same Day Urgent Care improvement work and we are looking at how we might address all the recommendations made within these engagement reports.
“The findings have informed the development of a new public communication strategy supporting different urgent care services across Somerset; and helped us to improve access to self-care resources for patients and to support neighbourhood groups to explore different ways of providing services to meet local needs. We have also developed a network of Urgent Treatment Centres based around our previous Minor Injuries Units and we are progressing our workforce plan to help further develop the Same Day Urgent Care services.”