Primary and urgent care survey - knowing where to go

Three quarters of the sample felt they did have enough information to make a decision about where to go to for urgent health care. A quarter were either unsure or said no.

This is reinforced by some people saying that they went to the service as they ‘didn’t know where else to go’ , and that over 200 people said they would like more information about services (see Table 7, chapter 1).

A smaller proportion of people from a White Other background (61%) felt they had enough information to know where to go than the White British respondents (72%). background, which chimes with research conducted by the Young Foundation this year. [25] A higher proportion of people with sensory impairment felt they did not have enough information than those with no disability.

There were over 200 comments about needing more information about services and many of these were about urgent care services. Some were prompted by the survey itself which listed urgent care services that they were not aware of: particularly the MIAMI clinic, Park Surgery and the Bognor minor injuries unit. Suggestions included providing a pocket guide to the different services, up to date websites or apps.  It was felt that this information should be distributed at GP surgeries, through local papers and to people’s doors.

More publicity is needed to inform general public of the services available, how to access and which are appropriate for different types of situation. Why not use local free newspaper for this as dropped in every door.

Better information on alternatives available. I am only aware of 'The Orchard Surgery' in Lancing and Worthing Hospital A&E.

Within my GP practice- to advertise better what other services there are or even possible something like a news letter to the home address

as a single person with reasonable health I haven't had much call to use services. I think I might feel a little uncertain re. what merited out of hours GP/Miami clinic/A&E.

tell me what resources are available and when so that I can utilise the best service   appropriate for my children's needs

more clarity about minor services. Where to go for hearing aid batteries? are new services at GP surgeries for deafness available to all? or do you go on attending clinic you always have done?

Would not know where to look up which urgent care service is open/suitable for an urgent health issue.  Are the available options shown on the internet or NHS website with regular updates on times of opening and can one park easily at these sites.

give me a clear concise plan of what to do when I have a sudden health problem and it is out of hours , of normal GP surgery time , other than using hospital A&E

It would be useful to have a short but comprehensive sheet of information about the urgent treatment options listed in this survey eg the Bognor Minor Injuries Centre, St Richards Out of Hours Service etc. I have no details of most of these. Contact details, location, how and when to access, and what each is appropriate for would be the key details to include. Every household should have one, or be able to pick up from GP surgery.

I think it would be valuable to have a pocket size guide of information about the NHS with numbers and information, as you don't always have access to the internet.

Don't keep us in the dark, let us have the information about which services are open when and which services deal best with which category of illness

It will be great if we could have an app for the "Local NHS Service" where you can be advised on services that you can use as a patient instead of the local web site.

Whilst the majority of respondents who used urgent care services were confident in their choices and felt they had sufficient information, we wanted to explore the experiences of the minority who were not clear or confident.

A third of those who said they weren’t confident they made the right choice said they weren’t sure, or wouldn’t use the service again.

A quarter felt they did not have enough information about where to go to (compared to 8% of the whole sample).

Over half of these were extremely worried about the condition of themselves or the person concerned.

Next: suggestions for improvements to urgent care >