Our 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. All callers will speak to one of our highly trained advisers 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 advisers 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
  • In an emergency situation, arrange for an ambulance to attend the patient
  • Transfer calls to our clinical team 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 team is made up of an experienced team of doctors, nurses and paramedics. They can provide detailed assessment, advise on treatment options, help patients care for themselves at home and arrange urgent care if required.

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.

What does integrated urgent care mean for commissioners?

  • 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 information to enable further improvement of urgent and emergency care services. For example, streamlining pathways to make sure their conditions are managed as quickly as possible, reducing anxiety and the need for them to attend A&E.