Healthwatch Kent scrutinises the Integrated Urgent Care Review in Dartford, Gravesham and Swanley

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Summary of report content

Healthwatch Kent studied the Pre-Consultation Business Case and associated documents relating to Urgent Care services being reviewed by the Clinical Commissioning Group (CCG) in Dartford, Gravesham and Swanley.

Findings included that: the documents reviewed clearly stated why the present Urgent Care service needs to change to meet the needs of local people, and a detailed impact assessment had been undertaken to understand which people and communities may be impacted by any changes to the service; three listening events were held in 2017 for the public to hear about the review and feed into the case for change, and patients were also part of the Urgent Care Steering Group; a detailed Communications & Engagement Plan clearly lists the audiences that they wished to reach including those communities that are harder to reach, which informed a range of community events from August to October 2017; there is written evidence that feedback from the people who attended these events informed the development of the options; 4000 people had been involved in the review of Urgent Care services since 2015; and this engagement has resulted in two options being put forward for public consultation.

Healthwatch Kent concluded that the work to review Urgent Care services in Dartford, Gravesham and Swanley has involved a range of people within the area to date. A detailed engagement plan had been developed and the impact on communities for both options had clearly been considered. Healthwatch Kent reported that they would like to see more evidence of which seldom heard communities were proactively involved in this process.

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General details

Report title 
Healthwatch Kent scrutinises the Integrated Urgent Care Review in Dartford, Gravesham and Swanley
Local Healthwatch 
Healthwatch Kent
Date of publication 
Thursday, 25 July, 2019
Type of report 
Key themes 
Public involvement
Service delivery organisation and staffing
Healthwatch reference number 

Methodology and approach

Was the work undertaken at the request of another organisation? 
What type of organisation requested the work 
Primary research method used 
How was the information collected? 
If an Enter and View methodology was applied, was the visit announced or unannounced? 

Details of health and care services included in the report

Urgent and emergency care services 
Urgent care services

Details of people who shared their views

Number of people who shared their views 
Not known
Age group 
Specific ethnicity if known 
Sexual orientation 
Not known
Does the information include public's views? 
Does the information include carer's, friend's or relative's views? 
Does the information include staff's views? 
Types of health and care professionals engaged 
Does the information include other people's views? 
What was the main sentiment of the people who shared their views? 

Outcomes and impact

Were recommendations made by local Healthwatch in the report? 
Does the information contain a response from a provider? 
Is there evidence of impact in the report? 
Is there evidence of impact external to the report? 

Network Impact
Relationships that exist locally, regionally, nationally have benefited from the work undertaken in the report
Implied Impact
Where it is implied that change may occur in the future as a result of Healthwatch work. This can be implied in a provider  response, press release or other source. Implied impact can become tangible impact once change has occurred.
Tangible Impact
There is evidence of change that can be directly attributed to Healthwatch work undertaken in the report.