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

  • Tuesday, 11 May 2021
  • The Studio, Manchester
  • 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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  • Confirmed Speakers

  • Event Programme


Registration and Coffee in the Networking Area


Chair’s Opening Address

  • Ruth Passman, Head of Operations & Strategic Delivery Experience, Participation and Equalities, NHS England & NHS Improvement (confirmed)

Keynote Address

  • Eileen Sutton, Head of UEC Improvement & London Regional NHS 111/IUC Lead NHS England, NHSE London Region/Healthy London Partnership (confirmed)
"Developing an integrated Urgent Care Response to Lower Acuity 999 Callers"

This presentation will provide an introduction and overview of the London 999 / 111 and Urgent Care Integration Programme and the strategic London vision for urgent and emergency care services. It will provide an update of progress to date and the desired outcomes of the programme.


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

"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.

"The Community Pharmacist Consultation Service: Building Urgent and Primary Care Capacity"

This presentation will describe the Community Pharmacist Consultation Service and how it is supporting the wider provision of urgent and primary care services, working with NHS 111 providers. The future development of the service will also be described, building on pilots within general practice and those planned for urgent treatment centres.


Main Sponsor


Question and Answer Session


Coffee in the Networking Area


Case Study

Krista Burslam, Clinical Director for Urgent & Emergency Care, eConsult (confirmed)
Mark Harmon, Brand & Strategy Director / Doctor, eConsult (confirmed)

  • Annie Sayer, Deputy National Directory of Services (DoS) Lead, NHS England and NHS Improvement (confirmed)
"Directory of Services for Urgent and Emergency Care"

The Directory of Services – or ‘DoS’ – is a web-based directory with real-time information about services. By constantly improving the information, the DoS can guide NHS 111 and 999 referrals, and reduce the pressure on A&Es.

"NHS Service Finder: Improving Access to Health and Social Care Information"

NHS Service Finder is a free to use, web-based search tool, developed by NHS Digital. It helps facilitate conversations between Health Care Professionals by making it easier to find reliable information about health and social care services. It works on any device and is available to all who are involved in delivering patient care.


Case Study - The Use of Data to Improve Outcomes


Question and Answer Session


Lunch in the Networking Area

A hot, two-course lunch consisting of multiple options will be provided for delegates. We cater for all dietary requirements, including vegetarian, vegan and gluten/dairy-free; just notify us ahead of time should you have any allergens or requirements.


Chair’s Afternoon Address


Case Study - Adopting New Technologies to support patient flow

  • David Brown, Director of Digital Technology and Performance, IC24 (confirmed)
"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.


Dr David Rosser, Chief Executive, University Hospitals Birmingham (UHB) 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.


Question and Answer Session


Afternoon Refreshment Break



  • 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.



Speaker TBC

"Rapid Response Teams"

Question and Answer Session


Chair’s Closing Remarks and Event Close

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Luke Boulter
  • Hear about the current pressures within the urgent and emergency care and its impacts on the hospital system, particularly with respect to patient flow
  • Gain an insight into challenges that causes congestion and delays the patient’s treatment journey and therefore experience
  • Learn how the NHS Long Term Plan intends to improve the delivery of urgent and emergency care
  • Better understand the ambitions for primary and community care, including how greater integration can improve outcomes
  • Discover how a new scheme provided by local community pharmacies can help patients and alleviate pressure on other healthcare providers
  • Listen to an explanation as to how the Urgent Treatment Centre model will work as part of the urgent and emergency care system
  • Acquire information on Same Day Emergency Care that is to be adopted in hospital A and E departments and reduce the number of admissions to hospital
  • Examine some of the technological advancements that are benefiting both patients and staff in urgent care delivery
  •  Share best practice and learn how successful schemes can be implemented into your own organisations       
  • Benefit from the opportunity to question, discuss and debate current working practices and those for the future
  • Gain CPD credits


  • Contact Details
  • Sponsors
  • Supporters
  • Venue
  • Featured Events
  • Downloads
  • Who will attend

Contact Details




The Studio, Manchester

The Studio, Manchester

Situated in the heart of Manchester's iconic Northern Quarter and just a couple of minutes walk away from the city's major transport links; The Studio is a spacious, contemporary meeting centre atop The Hive building on Lever St.     

Whatever the legendary Manchester weather has to throw at you, you’ll always find the warmest of welcomes at The Studio.

Featured Events

  • Managing Accident and Emergency: Averting an NHS Crisis

    • 26 February 2014
    • 08:30 - 16:00
    • Contact us for venue
  • Urgent Care: Reducing Avoidable Admissions

    • 09 September 2015
    • 08:30 - 16:15
    • Manchester Conference Centre
  • Transforming Urgent and Emergency Care: Safer, Better, Faster

    • 29 September 2016
    • 08:30 - 17:00
    • Manchester Conference Centre
  • Urgent Care: Improving Patient Flow

    • 21 September 2017
    • 08:30 - 16:30
    • Manchester Conference Centre
  • 4th Annual Urgent Care Conference: Delivering Integrated Solutions

    • 26 September 2018
    • 08:30 - 15:45
    • etc.venues, Manchester
  • Urgent and Emergency Care: Facilitating Patient Flow

    • 08 October 2019
    • 08:30 - 16:30
    • Manchester Hall

Downloads & Resources

  • Open Forum Events Sponsorship Brochure
    Open Forum Events offer a number of partnership, sponsorship and exhibition opportunities that can meet your marketing and business development needs.

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