Integrated Urgent Care (IUC)
Integrated Urgent Care services
As one of England’s largest award-winning independent providers of NHS services, Practice Plus Group delivers Integrated Urgent Care (IUC) across the country. Our model brings together NHS111 contact centres, Clinical Assessment Services (CAS), Out-of-Hours (OOH) care, and GP services – making it easier for patients to access the right care, in the right place, at the right time.
Working with the NHS
At Practice Plus Group, our Urgent Care division exists to support patients to access NHS services when extra help is needed.
When NHS organisations require additional urgent care capacity—like NHS111, Out-of-Hours GP, or Clinical Assessment Services they commission external providers through a clear, transparent and regulated process. This ensures all services continue to be free at the point of use, meet NHS standards, and remain overseen by the NHS.
That’s how Practice Plus Group became a trusted partner to many Integrated Care Boards, by helping the NHS deliver high-quality urgent care when and where it’s needed under the regulation of the Care Quality Commission
Key information about our IUC service
- We operate six NHS111 services in Ipswich, London, Dorking, Stockton, Bristol, and Exeter, delivering seven NHS111 contracts.
- We support over 8.7 million people across areas from London to the South West and East of England. Our size shows our strength, while our approach stays flexible and local—working with each ICB on its own priorities. We successfully handle over 2.8 million NHS111 calls per year, with around 70,000 NHS111 online cases.
- Our Clinical Assessment Services (CAS) operate across five regions, supporting around 373,000 cases annually.
Quality, partnerships and people
- As of January 2025, eight of our nine CQC-registered sites are rated ‘Good’. Our Devon site is currently rated ‘Requires Improvement’, and we are actively working on improvements in this area. Practice Plus Group NHS111 – South West is awaiting its first inspection at the current address, with the previous address rated ‘Outstanding’.
- Our IUC team includes over 4,600 colleagues working together to provide seamless care around the clock.
- We are proud to partner with NHS organisations across the country to deliver safe, high-performing, patient-focused services.
Award winning service, innovation and inclusion
Our commitment to innovation, inclusion, and great employee experience has been recognised nationally. In 2025, we were awarded by the UK National Call Centre and Customer Service Awards (UKNCCA): Silver – New Employee Experience (UKNCCA) and Bronze – Best Approach to Diversity, Equity, Inclusion and Belonging (UKNCCA)
In 2024, we received Bronze for Best Cross-Functional Collaboration at the European Contact Centre and Customer Service Awards (ECCCSA).
Alongside our most recent achievements, we are proud to have received several national awards in previous years, including recognition for our response to COVID-19. In 2020, at the European Contact Centre and Customer Service Awards, we won Gold for “Supporting Colleagues” and Silver for “Supporting Customers” in the “Responding in a Crisis” categories, and were finalists for “Best Partnership Solution” and “Providing Leadership.” In 2022, at the UK National Call Centre and Customer Service Awards, we won Gold for “Best Change and Innovation” and Bronze for “Best Health and Wellbeing Programme.” In 2023, we were named ‘Equality, Diversity and Inclusion Champion’ at the Skills for Health, Our Health Heroes Awards.
Our services are designed to:
- Help patients receive the right care first time, reducing unnecessary pressure on hospitals and Ambulance Trusts.
- Offer 24/7 support to other healthcare professionals – including district nurses, Paramedics and care home staff.
Continuously improve pathways for people with complex needs, ensuring care is delivered quickly and appropriately at every stage of life.
Working in integrated urgent care
Our I.U.C. services offer a wide range of rewarding career opportunities, with roles available such as:
- Experienced clinicians, including nurses, paramedics, pharmacists and GPs
- NHS111 health advisors, team leaders and clinical advisors
- Specialists in digital health, care coordination and urgent care navigation
While we may not always be recruiting for every role listed, these examples show the breadth of opportunities within our teams.
Visit our IUC recruitment pages to find out how you can join the team.
At Practice Plus Group, our vision is to deliver Access to Excellence – not only for patients but for every colleague. Our values guide everything we do:
- We treat patients and each other as they would like to be treated
- We act with integrity
- We embrace diversity
- We strive to do things better together
