Review of the Integrated Urgent Care Service for Gloucestershire
The IUCS includes:
- NHS 111 – telephone and online support
- A Clinical Assessment Service (CAS) giving the public and health professionals access to clinical advice
- An out of hours GP service – seeing people in person either at a local hospital or in their own homes
Key findings
Feedback about the IUCS was mixed.
- Some people have highlighted lifesaving intervention because of contacting NHS 111.
- Others identified areas for improvement such as feeling frustrated with rigid "scripts", not receiving timely call backs, being directed to inappropriate services, needing to repeat your medical history, and needing to make repeat calls.
A GP employed by the IUCS felt supported by the organisation and likes the ability to work flexibly as working "out of hours" suits her lifestyle.
The IUCS would like to encourage more people to use NHS online if they are able to, as online enquiries are triaged in the same way as the phone but allows people to go through the questions at their own pace and rather than feeling ‘stuck’ on the phone.
Members of the public should be signposted to the One Gloucestershire Click or Call first campaign for guidance to help them get the right help at the earliest opportunity.
- For example, people don’t always know what services they can access through the pharmacy which can be a much quicker way to get treatment, such as Pharmacy First and many over the counter medications.
People should continue to be encouraged to feedback through the Patient Carer Experience Team at Gloucestershire Health and Care. All concerns are investigated by the IUCS.
Download our full findings below.
Downloads
I was told a doctor would ring back, but as my mother was deteriorating more, I rang 111 again. The telephone operator went through exactly the same script again.
Healthwatch Gloucestershire will continue to monitor improvement work being carried out by the IUCS through patient experience feedback, and support the aims of the IUCS through promotion of resources, advice and guidance.
Want to share your feedback with us? Complete our online feedback form.
