Urgent Treatment Centres (UTCs) play a vital role in providing same-day care for non-life-threatening illnesses and injuries. They help relieve pressure on Emergency Departments while ensuring patients receive timely and appropriate support closer to home.

Urgent Treatment Centres (UTCs) or Minor Injury Units (MIUs) are an integral part of urgent care. They help remove demand from Emergency Departments and provide access to a range of services closer to home. 

What we did 

Between December 2025 – February 2026, we asked for your views and experiences of using UTCs or MIUs so we can focus on what matters most to you when accessing these services. The objective was to gather feedback from patients and the public to inform improvements in service delivery and make sure that urgent care services meet national standards while providing equitable access to healthcare. 

The following engagement methods were used: 

  • Public survey: A widely promoted online survey gathered feedback on patient experiences, accessibility, and areas for improvement.  

  • Stakeholder engagement: Local councillors, parish representatives, health reference groups/patient participation groups and community and voluntary organisations were invited to contribute by completing the survey or providing direct feedback. They were also encouraged to share the survey within their networks. 

  • Social media and communications: Promotional campaigns ran from January – February 2026 across X (formerly Twitter), Facebook, Nextdoor, and community newsletters encouraged participation, ensuring as many residents as possible had the opportunity to share their views 

This methodology aimed to capture a wide range of perspectives and experiences, and 802 people completed the online survey. 

What you told us 

The following points were important to people we heard from: 

  • Reduce waiting times through staffing and process improvements. 

  • Increase staff availability during busy periods. 

  • Enhance communication—signage, digital updates, and clear front-desk guidance. 

  • Improve facilities—parking, waiting areas, equipment, and accessibility. 

  • Extend service access—diagnostics, GP coverage, and flexible opening hours. 

  • Promote professional development—staff attitude, privacy, and patient interaction. 

  • Streamline system processes—triage, check-in, NHS 111 referrals, and follow-up coordination. 

What next 

NHS Kent and Medway have listened to what people had to say about urgent care services. We will use this information to make sure everyone gets the help they need quickly and fairly. We want to make sure that everyone knows where to go for help when they need it. 

For more information, you can visit the west Kent and DGS page. The engagement report will be available soon. 

As well as this, what we have heard will be included as part of a review of all urgent treatment centres across Kent and Medway and the development of neighbourhoods.