What we did

We asked patients, staff, local communities and groups to tell us what's working well and what could be better.

What we heard

In Spring 2024, we carried out an online survey and face-to-face engagement at urgent treatment centre sites, libraries and community events across the Swale Borough. For the face-to-face engagement at UTC sites, we worked with providers, Medway Foundation Trust (MFT) and Kent Community Health Trust (KCHFT) to reach people. 

This aimed to capture a wide range of perspectives and experiences and 132 people contributed to face to face discussions or completed the online survey.

The following points were important to people we spoke to:

  • Service Accessibility : Participants highlighted the importance of timely access to care, emphasising the need for consistency in service offerings across urgent care service
  • Quality of Care : Feedback indicated a need for high-quality care.  Participants emphasised the importance of being seen by the right healthcare professional in a timely manner.
  • Equity in Provision : Ensuring equitable access to urgent care services emerged as a key theme. Participants expressed the need for services to be accessible to all and offer standardised care and facilities regardless of location or demographic factors
  • Communication and Engagement : Effective communication and engagement with patients were identified as areas for improvement. Participants stressed the importance of clear communication regarding service offerings, wait times, and treatment plans.

Improvements

  • Make sure all places that offer urgent care give the same good service
  • Tell people clearly how long they might have to wait and what will happen next
  • Train staff to be not just skilled at their jobs, but also friendly and welcoming to everyone they help
  • Help people know where to go for the right care.
  • Tell people about other places they can go for help, like pharmacies.

What happens next

The feedback will help NHS Kent and Medway:

  • Make care even better and easier to access for everyone who uses UTCs.
  • Improve services and facilities based on what people told us.
  • Feed into the wider review of all UTC services across Kent and Medway - this means your feedback will help shape how UTCs are planned and delivered in the future.

Read the Medway and Swale UTC engagement report