UTC advice and appointment line improves patient experience

Patients attending the Urgent Treatment Centre (UTCs) at Poole and the Royal Bournemouth hospitals are benefiting from a new advice and appointment line, introduced to create better and quicker access to the right care.

UTCs provide urgent medical help when it's not a life-threatening emergency. The appointment line gives healthcare services - including NHS111, South West Ambulance Service and community practitioners - the option of contacting a dedicated team at the hospitals to arrange an appointment for patients in the UTC, advise them to walk into the department, or direct them to alternative services where appropriate.

Since the line was introduced in May, more than 500 patients have been given planned appointments every month.

UTC lead, Matt Morris, said: “Previously patients were directed to attend the UTC without a booked appointment time, leading to unplanned arrivals, crowded waiting areas, repeated assessments, or being asked to come back at a later time. By having this dedicated advice and appointment line, we can create a more coordinated patient journey and a better experience for our patients.

“We have already seen reduced waiting times and are able to see those with greater clinical needs more urgently. It’s helping ensure our community gets the right care, in the right place at the right time.”

The team is now looking to open the line for longer and to introduce even more experienced clinicians into the advice process.

If you think you need urgent medical help and it is not life threatening, call NHS 111 or go to 111 online.