Urgent & Emergency Care

The urgent and emergency care system in Surrey Heartlands plays a vital role in providing care for patients who need medical help quickly and unexpectedly. 

We were commissioned by Surrey Heartlands to obtain feedback on the success of the system from three groups of people whose views may not have been captured by the Surrey Heartlands Citizen Panel survey which was run in April 2021. These groups were:  

• homeless people
• young people
• people with English as a Second Language.

The objective was to develop the commissioners’ understanding of a wider range of local people’s experience of urgent and emergency care services and to assist them in identifying what needs to be considered to support people in their use of urgent and emergency care services across Surrey Heartlands.

We interviewed 65 people across the three groups and identified a number of conclusions for Surrey Heartlands to incorporate into their wider service review.