Transforming Urgent Care Services

The 'Big Conversation'

The ‘Big Conversation’ ran from 21 May – 6 August. The purpose of this conversation was to understand from local people their experiences of urgent care and what matters to them when they have an urgent care need.

Thank you to everyone who took part in the ‘Big Conversation’, it is really important for us to understand what is important to local people and use this insight to inform options for the future of urgent care.

The conversation ran over two phases. During the first phase we held 9 public meetings, visited 19 community groups and ran two online ‘Cover it Live’ sessions. During this first phase we reached 538 people. Our second phase was via a survey. The survey was designed to test out with local people some of the things we had heard from the first phase and to reach a wider audience. We received 1778 responses to our survey. In total we have reached 2316 people – 0.5% of the CCG’s population.

The full engagement report can be viewed here.


The video below (presented by Dr William Tong, Clinical Chair of East Berkshire CCG) describes what we mean by urgent care, outlines what we are doing and why we are having these conversations and the challenges we are facing locally.

In East Berkshire we have some exciting opportunities to improve the way that health and care is delivered to residents across Slough, Windsor, Maidenhead, Ascot and Bracknell.

Our aim is to work with local people to design changes that make sense for patients, communities and the taxpayer.  The CCG knows that the population needs and issues are different in each of our localities, so we will have conversations in local areas about what needs to change.

The first in a series of conversations will focus on what happens if you have an urgent health need or concern.  We want to understand what is important to local people about urgent care services.

Urgent care services are for people who have an injury or illness that needs attention the same day, but it is not life-threatening or life changing. These services are currently provided by a number of health professionals, including GPs, nurses, paramedics, pharmacists and others.

We will be speaking to those who use urgent care and those most likely to be affected by any changes.  We will then review everything that we have heard and will use the feedback to develop our proposals going forward.  Should we come to the conclusion that we need to develop proposals for major service change we would put these proposals forward for public consultation later in the summer.

We have published an Issues Paper  to provide information to support you to take part in the conversations about urgent care and sets out a number of challenges faced by the NHS locally.

The CCG has a good track record of improving local services which impact positively on health outcomes for patients.  Examples of this are;

  • commissioning a new stroke service which has improved waiting times for people requiring urgent treatment
  • providing weekend and evening appointments in general practice, giving residents increased access
  • commissioning an improved NHS 111 service with more clinical assessment and advice

We need to understand your views to improve the local NHS even more.