Supporting Patient Flow in Urgent Care: Right Care-Right Place-Right Time

  • Tuesday, 12 May 2020
  • ETC.Venues Prospero House, London
  • 08:30 - 16:30
Expert Speakers
Sponsors & Supporters
  • Overview

Urgent and emergency care services continue to undergo a programme of transformation. An ageing population and more people living with multiple complex needs are exerting a modified demand on the NHS. Urgent care provision is at the forefront of adapting to meet the needs of patients and improve clinical outcomes.

Over the next 10 years, NHS organisations will look to work in a more integrated way to ensure patients receive the right care, in the right place, at the right time. Directing patients, in the first instance, to the most appropriate route of treatment within pan NHS settings ensures that patient flow is improved, and demand is better managed.

The Supporting Patient Flow in Urgent Care: Right Care-Right Time-Right Place conference is the 7th in a series of highly successful events focusing on urgent care provision. The agenda will examine in depth the aims of the 10-year plan and how they will impact on urgent care delivery. Key areas of focus include:

  • The need to provide care in the most appropriate setting, in a timely manner, to ensure that congestion and delays in the flow of patients are minimised
  • The roll out of new ways of working within community, primary and acute care settings
  • Innovative programmes, schemes and technologies aimed at improving patient outcomes and relieving pressure in the system

The agenda will provide delegates with a greater understanding of future urgent care provision and discuss the opportunities and the challenges in providing a sustainable service that is reactive to demand.


In recent years there has been significant measures taken to alleviate some of the pressures within the urgent and emergency care service. The availability of evening and weekend GP appointments, greater access to the NHS 111 service and reductions in delayed transfer of care (DToC) are just some examples of initiatives assisting with providing the right treatments, at the right place, in the right time. If more of this can be achieved, then patient flow can be improved, and better outcomes can be realised.

The acute hospital system can easily become congested by the sheer numbers of those attending the emergency department through to the delays experienced in sending those that medically fit for discharge home. 

The NHS Long Term Plan has set out its aims to improve the delivery of emergency and urgent care and release the pressure the system is currently working under. There is to be a boost in primary and community healthcare, with funding worth £3.5 million per year, in real terms, by 2023/24. The hope is that this will provide more urgent care and greater support in the community as an alternative to hospital.

As part of the NHS 111 provision, multi-disciplinary Clinical Assessment Service (CAS) will be rolled out during 2019/20. The aim is to offer specialist advice, treatment and referral from a wide range of health professionals. Also, by 2020, The Urgent Treatment Model will be fully implemented. These GP led facilities will offer locally accessible and convenient urgent care for patients that do not need to attend hospital. New 24/7 Rapid Response Teams are to be established and will comprise of doctors, nurses, physiotherapists etc. to prevent admission to hospital and aid timely discharge and recovery.

Also, during 2019/20, all major A and E Departments will introduce Same Day Emergency Care  (SDEC), also known as ambulatory emergency care. This will involve new diagnostic and treatment practices and allow patients to spend just hours in hospital and avoid being admitted. This will benefit the patient flow by freeing up beds and reduce pressure throughout the rest of the hospital.

The plan also looks to develop new ways of working to improve patient pathways following strokes, heart attacks, major trauma, asthma attacks and sepsis.

Efforts will be made to reduce the number of patients that remain in hospital, despite being medically fit for discharge. These delayed transfers of care snarls up patient flow and increases risk to patients from both physical and cognitive deterioration.

At the Supporting Patient Flow in Urgent Care: Right Care-Right Time-Right Place conference, the plans for urgent and emergency care will be discussed, digested and debated to provide an informed vision for the future.



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Event Sponsors and Supporters

  • Event Programme


Registration and Coffee in the Networking Area


Chair’s Opening Address

Dr Simon Abrams, Chair, Urgent Health UK (invited)


Keynote Address

Pauline Philip, National Director for Emergency and Elective Care, NHS England (invited)

"Delivering Urgent and Emergency Care Objectives"

The urgent and emergency care system continues to be under real pressure, despite recent improvements following the publication of the Five-Year Forward View. The Long-Term Plan sets out action to ensure patients get the care they need, fast, to relieve pressure on A&Es and promote patient flow throughout the whole system and expedite timely discharge.


Dr Amit Sharma, GP Partner, Brookside Group Practice & Clinical Director, Wokingham West PCN (invited)

"Role of Primary Care Networks in Urgent Care Provision"

GP Practices are working with community, mental health, social care, pharmacy, hospital and voluntary services in their local areas in primary care networks to provide a more integrated health and social care service. PCNs support a more integrated approach to Primary Urgent Care Services including extended access, out of hours primary care,direct booking through 111 to general practice.


Alastair Buxton, Director of NHS Services, PSNC (invited)

"The Community Pharmacist Consultation Service (CPCS)"

Launched on October 29th, 2019 the CPCS will connect patients who have a minor illness or need an urgent supply of a medicine with a community pharmacy.
It will relieve pressure on the wider NHS by connecting patients with community pharmacy, which should be their first port of call and can deliver a swift, convenient and effective service to meet their needs. The CPCS provides the opportunity for community pharmacy to play a bigger role as an integral part of the NHS urgent care system.


Main Sponsor


Question and Answer Session


Coffee in the Networking Area


Case Study


Julie Gillon, Chief Executive, North Tees and Hartlepool NHS Foundation Trust (invited)

"Urgent Treatment Centre Model"

The NHS will fully implement the Urgent Treatment Centre model by autumn 2020 so that all localities have a consistent offer for out-of-hospital urgent care. UTCs will work alongside other parts of the urgent care network including primary care, community pharmacists, ambulance and other community-based services to provide a locally accessible and convenient alternative to A&E for patients who do not need to attend hospital.


Claire Marshall, Experience of Care Lead, Patient Experience Team, NHS England (invited)

"Same Day Emergency Care Model"

During 2019/20 all major A&E departments will introduce same day emergency care (also known as ambulatory emergency care). This will see some patients admitted from A&E undergo diagnosis and treatment in quick succession so that they can be discharged on the same day, rather than staying in hospital overnight. The plan estimates that up to one-third of all people admitted to hospital in an emergency could be discharged on the same day by rolling out this model. This will help ease congestion and patient improve flow.


Case Study


Question and Answer Session


Lunch in the Networking Area


Chair’s Afternoon Address


Case Study


David Brown, Director of Digital Technology and Performance, IC24 (invited)

"Electronic Prescription Service"

Patients using unscheduled urgent care services across the are set to benefit from a new electronic prescribing service. It is hoped that use of the EPS in urgent care settings will provide quicker and easier processing of the patient’s prescription enabling out of hours and urgent care services to spend more time treating patients.


Nik Haliasos, Digital Transformation Lead and Consultant Neurosurgeon, Barking, Havering and Redbridge University Hospitals NHS Trust (invited)

" Technologically Assisted Triage"

A and E departments are busy, high-pressure environments. Staff, working within time constraints, must screen a high number of patients presenting with a wide scope of clinical variations. Technology allows potential patients to self-symptom check before aiding a reduction in attendances and can assist with assessing illness severity and identify high-risk patients needing urgent care.



  • Natalie McKee, Head of Urgent Care, Lincolnshire Community Health Services NHS Trust (LCHS) (confirmed)
"Urgent Care Streaming"

Urgent care streaming was introduced to A&E departments across Lincolnshire in 2018. This service allows staff to direct patients when they arrive in A&E, with a clinician assessing their needs and deciding where they can receive the most appropriate care. Wherever suitable, patients are seen by a GP or nurse, which is relieving some of the pressure in the emergency departments. Patients are immediately returned to the A&E service if required. This collaborative work between Lincolnshire Community Health Services and acute services ensures patients receive the most appropriate care and have the best outcomes – patient safety is paramount.



Peter Grace, Clinical Lead, Digital Health Team, Tameside and Glossop Integrated Care NHS FT (invited)

"The Digital Health Centre "

The Digital Health Centre undertake pioneering work supporting patients in care and nursing homes across Tameside and Glossop. The Digital Health service provides patient care and access to expert advice remotely for community and primary care services. Using digital technology to enable community and primary care staff and carers to access a nurse specialist via SKYPE, for advice, guidance and care before considering an Ambulance or GP call-out. The service was initially piloted in four care homes before being rolled out across all care homes then expanded further


Question and Answer Session


Chair’s Closing Remarks and Event Close

  • Register for event

Please contact us on 0161 376 9007 to register for this event
  • Sponsors
  • Supporters
  • Venue
  • Downloads
  • Who will attend




ETC.Venues Prospero House, London

ETC.Venues Prospero House, London

Our flexible and modern venue is situated over three floors, alongside two relaxing restaurants. The two large conference suites that can accommodate up to 300 people, are both conveniently located next to networking and exhibition space. Additional smaller meeting and training rooms range in capacities from 10 to 300 ensuring that Prospero House is perfect for any size event.

The venue is equipped with state-of-the-art AV, plasma screens and superfast wifi and they even include all the little touches that help make your event a success, such as flip charts and delegate stationery. An event team is on hand to ensure any event runs smoothly, and the in-house chefs produce freshly prepared lunches, breakfasts and all day snacks. Its fantastic location, opposite Borough tube station and a short walk from London Bridge and trendy Borough Market, means its ideally suited for clients both North and South of the river.

Downloads & Resources

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who will attend

  • Chairs
  • Chief Executives
  • Chief Medical Officers
  • Clinical/Medical Directors
  • Councillors
  • CSU Managing Directors
  • Director/Head of Social Care
  • Director/Head Primary Health Care Team
  • Directors of Children's Services
  • Directors of HR
  • Directors of Nursing
  • Directors of Specialist Units
  • Directors/Heads of Commissioning/Procurement
  • Directors/Heads of HR
  • Directors/Heads of Service Improvement
  • Directors/Heads of Strategic Development
  • Emergency Care Leads
  • GPs
  • Heads of Ambulance Trusts
  • Heads of Clinical Commissioning Groups
  • Heads of Urgent Care Boards
  • Health and Wellbeing Boards member
  • Independent Living Teams
  • Integrated Care Leads
  • Local Authority Health Professionals
  • Members System Resilience Groups
  • Members Urgent and Emergency Care Networks
  • NHS England Area Directors
  • NHS England Directors of Commissioning Operations
  • NHS England Regional Directors
  • NHS Trust Board Chairs
  • NHS Trust Directors and Senior Managers
  • Nursing Managers
  • Practice Managers
  • Service Development Teams
  • Social Workers
  • Supported and Sheltered Housing Teams