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

  • Tuesday, 11 May 2021
  • The Royal National Hotel, London
  • 09:25 - 17:00
Expert Speakers
Sponsors & Supporters
  • Overview

An ageing population, COVID-19 and more people living with multiple complex needs are exerting new demands on the NHS. Urgent care is still essential in responding to the wider demand for pressing, non-COVID treatment. Urgent care providers have adopted strategic response plans to ensure patients receive the best possible care amidst these exceptional circumstances. Post-pandemic, NHS organisations will look to work in more integrated models to ensure patients receive the appropriate care, promptly; in the right setting. 

This conference is the seventh in a series of annual events focusing on emergency and urgent care provision. Delegates will take away the following benefits of attending:

  • 10 CPD Points.
  • Solutions to the challenges causing congestion in urgent care and patient flow.
  • Learn more about new models of delivering urgent and emergency care introduced over the past year or included in the NHS Long Term Plan, including trial pilots establishing NHS 111 as the first point of contact in accessing GPs, mental health services, urgent care centres and emergency care - building on how the NHS 111 system directed patients to the most appropriate clinical service during the COVID-19 pandemic. GP-led facilities offering local and accessible urgent care for patients that do not need to attend hospital, new 24/7 rapid-response, multi-disciplinary teams established to prevent unnecessary hospital admissions as well as interactive digital tools to guide referrals, reduce pressure on A&E services and facilitate better cross-care provider communications. 
  • Engage with innovative community programmes and technological advancements in streamlining prescription services, self-symptom checking and relieving pressure on the health system.
  • Confirmed Speakers

  • Event Programme


Registration and Coffee in the Networking Area


Chair’s Opening Address

Ruth PassmanHead of Operations & Strategic Delivery Experience, Participation and Equalities, NHS England & NHS Improvement (awaiting diary confirmation)

Before holding her current remit at NHS England, Ruth Passman contributed to the formulation of national and regional healthcare policy at the Department for Health - including the implementation of palliative care provision and advocating for those who face barriers to accessing dignified end of life care. Prior to her work at DfH, Ruth held the national portfolio for Health Inequalities and Equality at NHS England where she introduced the NHS Workforce Race Equality Standard (WRES) and the NHS Workforce Disability Standard (WDES) - both developed to ensure that appropriate focus is concentrated on the gap between the treatment, opportunities and experience of BAME and disabled staff and the wider NHS workforce.


Keynote Address

Eileen Sutton, Head of UEC Improvement & London Regional NHS 111/IUC Lead, NHS England, NHSE London Region/Healthy London Partnership (awaiting diary confirmation)

This presentation will provide an overview of the London 999/111 and Urgent Care Integration Programme - integrated regional approach to the commissioning of 999 and 111 services designed to support bringing about significant economies of scale and quality improvements across UC in London; as well as setting-out the strategic vision for urgent and emergency care services in the capital.


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

"Exploring the Role of Primary Care Networks in Urgent Care Provision"

The NHS Long Term Plan is driving forward the transition from reactively providing appointments to proactively caring for people in the communities the NHS serves. Primary Care Networks (PCNs) are small enough to provide the personal, trusted care valued by patients and GPs, but large enough to have impact and economies of scale through better collaborations between practices and others in the local health and social care system. PCNs will be expected to provide several national service specifications: structured medication reviews, enhanced health in care homes, supporting early cancer diagnosis'; anticipatory care, cardiovascular disease case-finding and taking locally agreed action to tackle health inequalities.  


Speaker TBA

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

The Community Pharmacist Consultation Service (CPCS) was developed to progress the integration of community pharmacists into local NHS urgent care services. This presentation will provide an overview of the CPCS, how it is working with NHS 111 and how it's supporting the wider provision of urgent and primary care services. The future development of the service will also be discussed, building on pilots within general practice and those planned for urgent treatment centres.


Main Sponsor


Question and Answer Session

Eileen Sutton, Head of UEC Improvement & London Regional NHS 111/IUC Lead, NHS England, NHSE London Region/Healthy London Partnership (awaiting diary confirmation)

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

Speaker TBA


Coffee in the Networking Area


Case Study

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

Synopsis coming soon...

  • Annie Sayer, National Directory of Services (DoS) Programme Manager, 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 integrated with NHS Pathways that is automatically accessed if the patient does not require an ambulance or to be seen by any attending clinician in urgent and emergency care. This presentation will outline how the DoS supports clinicians, call handlers, commissioners and patients, through:

  • Providing real-time data about about available services and clinicians across all care settings that are available as close to a patient's home as possible. 
  • An interoperable system that means patients only need to describe their symptoms once, enabling them to be directed to the correct available service for them without without repeat triage. 
  • Reducing the burden on urgent, emergency and secondary care settings by reducing unnecessary ambulance call outs and hospital referral.
  • Collecting and reporting data on the demand and supply of health care skills.  
"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

2020 Delivery (confirmed)

Synopsis coming soon...


Question and Answer Session

Krista Burslam, Clinical Director of Urgent & Emergency Care, eConsult (confirmed)

Dr Mark Harmon, Brand & Strategy Director and Doctor, eConsult (confirmed)

Annie Sayer, National Directory of Services (DoS) Programme Manager, NHS England and NHS Improvements (confirmed)

Ruth Hammond, Product Manager, NHS Digital (confirmed)


Lunch in the Networking Area

We'll be working with venues to ensure lunch at our events is as delicious as ever and caters for a range of dietary preferences - whilst being served in a safe and seamless manner. Some of the new measures we will be introducing to this effect are:

  • One-way queuing systems with safe distancing in operation.
  • Individual snacking bags containing fruit, trail mix and sweets provided on arrival - this will prevent people mixing around snack bars during networking breaks.
  • Individually portioned dishes and pre-sealed cutlery will be served at collection points.  

Where possible, we will request food is sourced locally to reduce food miles, use seasonal vegetables, red tractor certified meat and eggs from free range hens.


Chair’s Afternoon Address


Case Study - Adopting New Technologies to Support Patient Flow

Galen (confirmed)

Synopsis coming soon...


David Brown, Director of Digital Technology and Performance, IC24 (awaiting diary confirmation)

"Electronic Prescription Service"

Patients using unscheduled urgent care services across the UK are set to benefit from the Electronic Prescribing Service (EPS). The EPS allows prescribers to send prescriptions electronically to a dispenser of the patient's choice; it reduces unnecessary paperwork and improves stock control for dispensers as well as facilitating more convenient collection for patients without having to leave their home  - all the while, enabling out of hours/urgent care services to spend more time treating patients.


Case Study

Alerta Call (confirmed)

Synopsis coming soon...


Question and Answer Session

Representative from Galen (confirmed)

David Brown, Director of Digital Technology and Performance, IC24 (awaiting diary confirmation)

Representative from Alerta Call (confirmed)


Afternoon Refreshment Break

  • Mark Garrick, Director of Strategy and Quality Development, University Hospitals Birmingham NHS Foundation Trust (confirmed)
" Technologically Assisted Triage"

Accident and Emergency 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. Technological support allows potential patients to self-symptom check and provide real-time data about available services - before aiding a reduction in attendances and assisting with assessing illness severity and identifying high-risk patients needing urgent care.


Case Study

This slot is reserved for organisations looking to engage delegates with services and opportunities that compliment conference presentation and discussion panel topics. If you're interested in delivering a Case Study, contact us on 0161 376 9007.


Natalie McKee, Head of Urgent Care, Lincolnshire Community Health Services NHS Trust (LCHS) (awaiting diary confirmation)

"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 appropriate care. Wherever suitable, patients are seen by a GP or nurse - relieving some of the pressure(s) in emergency departments. Patients are immediately returned to the A&E service if necessary. This collaborative work between Lincolnshire Community Health Services and acute services ensures patients receive appropriate care and have the best outcomes – patient safety is paramount.


Question and Answer Session

Mark Garrick, Director of Strategy and Quality Development, University Hospitals Birmingham NHS Foundation Trust (confirmed)

Natalie McKee, Head of Urgent Care, Lincolnshire Community Health Services NHS Trust (LCHS) (awaiting diary confirmation)

Speaker TBA


Chair’s Closing Remarks and Event Close

  • Register for event

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Luke Boulter
  • Gain 10 CPD Points.
  • Take away solutions to current pressures compounding within urgent and emergency care services.
  • Learn how NHS Long Term Plan initiatives will improve UEC service provision through the implementation of Same Day Emergency Care (SDEC) services across 100% of type 1 emergency departments; 24/7 urgent care services providing medical advice remotely and if necessary refer directly to Urgent Treatment Centres and other services, as well as concentrating efforts to reduce the length of stay for patients in hospital longer than 21 days.
  • Develop knowledge of primary and community care services to improve public health and provide preventative/primary treatment before emergency care is required.   
  • Explore the Urgent Treatment Centre and Primary Care Network models, as well as the Community Pharmacist Consultation Service.
  • Learn more about digital initiatives like the Directory of Services, Electronic Prescription Service and NHS Service Finder and other digital platforms developed to support triage and consultation services that are benefiting both patients and staff by guiding referrals, removing cumbersome paperwork, reducing hospital admissions and facilitating closer work across healthcare settings.
  • Gain further insight into the challenges that cause congestion and delays to patient treatment journeys.
  • Build contacts within the NHS, establish relationships with service providers outside the public sector; network and knowledge share with peers, keynote speakers, event sponsors and discussion panellists.
  • Contact Details
  • Sponsors
  • Supporters
  • Venue
  • Featured Events
  • Downloads
  • Who will attend

Contact Details




The Royal National Hotel, London

The Royal National Hotel, London

Offering breathtaking views across Russell Square the hotel is within easy walking distance to the British Museum. Well located with Russell Square underground station a 2 minute walk away.

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