Transformation of urgent and emergency care

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Summary of report content

NHS England asked Healthwatch Cambspboro to assist in getting local people’s views on proposed new standards to measure the performance of urgent and emergency care services. They hosted two online workshops in February 2021 to have a conversation with the public about their understanding of the proposed new set of standards for monitoring urgent and emergency care services. Sixteen people took part, eight people in each of the online workshops.

Participants were asked how important each of the 10 proposed new standards were to them, personally. They were also asked if they felt there were other measures that should be included in the bundle of standards, and how they felt the new measures should be communicated to patients and visitors. As well as considering the questions, the participants shared their rich experiences of using local urgent and emergency care.

People stressed the importance of being able to speak to the right person at the right point when accessing urgent and emergency care. There needed to be good, regular communication and patients’ expectations should be managed.  When looking at the proposed standards, people felt that one measure alone isn’t enough and some of the standards felt more important for internal management than for the public.

The participants suggested that the new bundle should include four standards:

  • Time to initial assessment.
  • Clinically ready to proceed.
  • A measure similar to the existing four-hour wait standard.
  • A measure of patient experience.

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General details

Report title 
Transformation of urgent and emergency care
Local Healthwatch 
Healthwatch Cambridgeshire
Healthwatch Peterborough
Date of publication 
Friday, 28 May, 2021
Date evidence capture began 
Monday, 1 February, 2021
Date evidence capture finished 
Sunday, 28 February, 2021
Key themes 
Communication between staff and patients
Information providing
Patient records
Quality of care
Waiting time to be seen once arrived at appointment

Methodology and approach

Was the work undertaken at the request of another organisation? 
What type of organisation requested the work 
Other (please specify)
If this work has been done in partnership, who is the partner? 
NHS England
Primary research method used 
Deliberative event
Engagement event
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 
Accident & emergency
Urgent care services

Details of people who shared their views

Number of people who shared their views 
Age group 
All people 18 and over
Sexual orientation 
Not known
Does the information include public's views? 
Does the information include carer's, friend's or relative's views? 
Not known
Does the information include staff'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? 
Not known
What type of impact was determined? 
Implied Impact

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.