Urgent Treatment Centre
Putting patients at the centre of A&E transformation
In developing a new Urgent Treatment Centre (UTC) for patients in Newham, we put patients at the heart of decision making. During our numerous community engagement activities, patients told us they want us to improve and modernise experience of urgent and emergency care. They told us the current pathway is fragmented and confusing.
See our patient feedback report to find out what patients, carers and the community think of the current state of urgent care in Newham. It is also avaialble in the download section on the right.
To help us shape what the new Urgent Treatment Centre should look like, we developed an engagement plan that included:
- Collation and triangulation of existing patient experience data sources.
- 2 Patient Representatives recruited to the UTC Procurement Working Group from Newham Carers Network.
- Spoke to over 100 people at the Mayor’s Newham Show.
- Bespoke engagement with community groups and Healthwatch Newham Advisory Group to target protected characteristics as per the priorities set out in the equalities impact assessment for this procurement and our EDS2 goals.
Key outcomes include:
- Patient participation throughout the procurement process, i.e. the patient representatives presented at the bidders’ day, shaped the specification, evaluated bids and helped develop the Key Performance Indicators for the new service.
- As a result of community feedback, a change to the specification with regard to discharge. Providers required to give all patients a discharge note with detail around their care plan and self care.
- Providers will now be required to have access to our IUC pathways, in particular focussing on booking into our primary care hub arrangements.
Carol, Patient Representative for the Urgent Treatment Centre procurement shares her experience of getting involved:
“I became involved because I wanted to be part of creating and presenting a new and improved service. I and colleagues have had experience of the current service which when it works well is good but all too often goes wrong.
Patients with learning difficulties are not understood and sometimes ignored. There are language difficulties making patient details recorded incorrectly and patients having to repeat their details at reception and throughout their journey. This all boils down to inadequate staff training. This should be remedied in the new service.
Being involved in the procurement process has taught me how complicated the whole process is and how important it is to get every detail right. IT plays a big part in making the patients’ journey as smooth as possible so systems must be joined up. As a patient rep, my input eventually became more and more valid because after all the service delivered has to end up with a well treated, happy and informed patient. This again relies heavily on properly trained staff.
It has been difficult at first understanding all the jargon used but this did not become a problem. What was irritating was meetings being scheduled and being asked to keep the dates free and then them being cancelled at the last minute. Patient reps give their time, they are not employees of the CCG and do have other commitments.
I hope we get the provider we want because this is a new service. I want it to be better and send patients away treated well and with all the information they need as to what to do next. What we don't want are patients returning time and time again because they don't know what to do and where to go next. We need a compassionate and efficient service.”
As per our Reward and Recognition policy, we offer Patient Representatives payment for their time. We also invest in providing support, which included a training session on the procurement process, as well as an induction with commissioners at the start of the programme.
See the download section for key documents and presentations for the Urgent Treatment Centre procurement