Integrated Urgent Care

The next step for NHS 111 – giving better access to a wider range of clinicians and specialist NHS services.

Due to the Covid-19 (Coronavirus) crisis, we are experiencing an unprecedented volume of enquiries. Our superb teams are working tirelessly and will respond, but please be patient and supportive in light of the huge demands upon them at this time.

Practice Plus Group is leading the way in the design and delivery of a new model of Integrated Urgent Care. Our new service builds upon our experience of answering 2.5 million NHS 111 calls each year and our delivery of other urgent care services; out of hours, urgent care centres, minor injury units, walk-in centres and general practices.

Our innovative model ensures people with urgent healthcare needs get the right care for their condition, when they need it, by bringing together out-of-hospital services and a hub of expert clinicians behind the existing NHS 111 number. This model is now being implemented for the first time in the West Midlands, which sees us collaborate with various CCGs and in an alliance with the local out of hours care providers, Primecare, Badger and Coventry and Warwickshire Partnership NHS Trust (CWPT).

Our integrated urgent care model provides people with access to urgent health services 24 hours a day, every day of the week, simply by making a free call to NHS 111. All callers will speak to one of our highly trained advisors and receive:

• If they are well, advice and support on accessing local services such as general practice, dentists, pharmacies and other health care services
• If they have a query about their medication, immediate support from a pharmacist
• If they are unwell or calling on behalf of a child or someone they care for who is unwell, over the phone assessment of the condition, identification of the most appropriate care for the problem and, as appropriate, advice on managing the condition at home.

Following assessment, our health advisors can:

• Book appointments directly at a range of urgent care services, including out of hours GP services and home visits, urgent care clinics and minor injury units
• Arrange care from services such as district nurses, social services and palliative care teams
• In an emergency situation, arrange for an ambulance to attend the patient
• Transfer calls to our clinical hub which is on hand 24/7 to provide expert advice, assessment and support, preventing the need for patients to make any other call.

Our clinical hub is made up of an experienced team of doctors, nurses, pharmacists, mental health nurses, dental nurses and paramedics. They can provide detailed assessment, advise on treatment options, support patients to care for themselves at home and arrange urgent care if required.

In order to reduce anxiety, when we advise a patient on how to care for their condition at home we follow this up with a pre-booked call by a clinician. This also enables us to monitor how effective the self-care is or has been. In addition, we ensure patients’ own GPs are promptly made aware of their call to NHS 111, to support follow-up and on-going condition management.

We are able to provide translation services via Language Line, Typetalk for those with hearing impairment and specially trained advisors able to meet the needs of patients with dementia, learning disability or communication issues.

What does Integrated Urgent Care mean for patients?

• Improved access to urgent healthcare services 24/7
• No need to repeat yourself every time you speak with another provider – the data from the initial consultation will follow the patient across the NHS system
• A joined up, safer service
• A complete, continuous patient journey
• Quicker, easier access to urgent and emergency care
• Improved patient experience and outcomes
• The ability to access updates about appointments from one single contact number.

Better for everyone, our Integrated Urgent Care Service:

• Ensures patients are cared for in the right place for their health needs, reducing pressure on A&E.
  This means that patients with more serious or life threatening emergency needs receive treatment in centres that maximise their chances of survival and good recovery.
• Provides a direct line for other healthcare professionals (e.g. district nurses, paramedics, nursing homes) to the clinical hub 24/7, enabling them to access expert advice to support the care of their patients.
• Provides information to enable further improvement of urgent and emergency care services. For example, streamlining pathways for the care of under 5s and over 75s to make sure their conditions are managed as quickly as possible, reducing anxiety and the need for them to attend A&E

Visit our NHS 111 page to learn more about this existing free, non-emergency number which will be fundamental to the Integrated Urgent Care service.