Connecting the System to Transform Urgent Care Pathways and Manage Demand - Dr Reggie Sangha, Medical Director at Content Guru
Patient expectations are changing. 57% of patients feel that the general standard of care provided by healthcare organisations has deteriorated in the last year. Service users now expect to receive patient-centric care from informed, engaged healthcare providers, and efficient, seamless interactions through their channel of choice. In addition, ICBs are under increasing pressure to further reduce costs, maximise resources, and increase efficiency while meeting increasingly steep patient expectations. A holistic approach to transforming urgent care pathways is necessary to empower healthcare practitioners to provide the most effective, empathetic care. Patient expectations are changing. 57% of patients feel that the general standard of care provided by healthcare organisations has deteriorated in the last year. Service users now expect to receive patient-centric care from informed, engaged healthcare providers, and efficient, seamless interactions through their channel of choice. In addition, ICBs are under increasing pressure to further reduce costs, maximise resources, and increase efficiency while meeting increasingly steep patient expectations. A holistic approach to transforming urgent care pathways is necessary to empower healthcare practitioners to provide the most effective, empathetic care.
ICSs are experiencing similar issues nationally, including increased pressure to increase efficiency and meet changing patient expectations as well as inconsistent pathways resulting in a disjointed patient experience. Healthcare data is often fragmented across multiple systems, making it a challenge for frontline staff to access and utilise patient information at the point of need. Breaking down silos and establishing secure data-sharing protocols is fundamental in allowing healthcare practitioners to access real-time patient data and make informed decisions, enhancing the patient experience and improving clinical outcomes.
A data orchestration layer sat across ICS operational units and Patient Relationship Management (PRM) systems of record would ensure a two-way flow of communications and data, synergising many different data sets underpinning the ICS, that all present information in different ways.
Furthermore, a more comprehensive and unified data set would play a role in managing effective demand and resource allocation for commissioners. Through centralised command centres; the nerve centres of the healthcare system; leveraging data analytics and predictive modelling to anticipate surges in demand would enable the allocation of resources efficiently. Using Demand Management Dashboards, command centre staff can monitor capacity within the care system and present the best alternative for emergency departments and other acute care services.
In addition, centralised command centres enable the introduction of virtual wards: at-home care supported by smart devices that keep healthcare professionals informed about the condition of the patient. It is NHS England’s ambition to have 10,000 virtual ward beds by winter 2024, which would have an estimated cost saving of £742.44 per patient. Through command centres, ICSs can optimise the utilisation of resources including virtual wards, ambulances, hospital beds, and staff. This approach minimises delays in patient care, reduces overcrowding in emergency departments, and improves the overall efficiency of the healthcare system.
Another critical aspect of transforming urgent care pathways includes empowering service users to take an active role in their care. Self-service capabilities, including NHS 111 online and other apps and mobile platforms, provide service users with valuable, easy-to-access healthcare information on a wide range of illnesses and symptoms, reducing unnecessary visits to emergency departments for non-urgent conditions. Self-service options help to educate service users about the different available healthcare services, promoting more informed decision-making and enhancing the overall patient experience.
To ensure maximum efficiency and longevity in transforming urgent care pathways, it is essential that the correct critical digital infrastructure is developed. To enable ICSs to deliver on both operational and clinical priorities, alongside ensuring there is a significant investment in this technology to realise these ambitions.
Rather than optimising current siloes, organisations must empower caregivers to address change through a holistic interface. This involves integrating and elevating the entire system, and with populations ranging from 0.5 to 3 million citizens covered by ICSs across various regions, still leaving enough flexibility for individual ICSs to tailor custom solutions to best fit the service users in their area.
Transforming urgent care pathways is a multifaceted endeavour that involves overcoming data integration challenges, implementing centralised control centres, empowering service users, and developing infrastructure that caters to both operational and clinical needs. By embracing these strategies and approaches, healthcare systems can enhance the patient experience, improve clinical outcomes, and ultimately provide more efficient and effective urgent care services to their communities. This transformation is not only essential for the present but also vital for building a resilient and responsive healthcare system for the future.

Content provided by Dr Reggie Sangha, Medical Director at Content Guru. For more information please visit www.contentguru.com
Audiology & earwax management - the fifth primary care service? - Melanie Jackson RGN RHAD, ENT Nurse Practitioner, Head of Nursing & Clinical Lead
Last year I wrote about the ‘perfect storm’ that had percolated concerning adult hearing services across the UK, and how an ageing population and the pressure upon NHS services had led to unacceptable inequalities of access and catastrophic waiting lists.
More than a year on, and of course whilst lockdowns and social distancing may have gone away, we are left with a service that is at breaking point and in need of a ‘re-think.’
So, let’s look at some of the facts.
Earwax problems, reduced hearing and tinnitus affect millions of adults across the UK.
By 2035, one fifth of the UKs population, that’s 15.6 million people, will be living with hearing loss.
It is critical, therefore, that every adult has timely access to an audiology service near them, particularly as we know that early diagnosis and appropriate treatment and management of these problems will help prevent further risks and reduce costs for all.
Our view is that these services would be best delivered through an open access primary care audiology service, providing all adults with the opportunity to visit their local audiologist just as they see a pharmacist, dentist, or optician without the need to access the service via a GP appointment.
Such access would deliver many additional benefits, not least in normalising access to hearing and Aural care, as well as freeing up millions of GP and hospital appointments for those who need medical care.
A primary care audiology service would meet the growing hearing needs of our population.
The scale and impact of hearing loss
In the UK, one in six adults (11 million people) currently have some form of hearing loss, and with an ageing population, this is expected to increase to over 14 million within 10 years. About 95% of people with a hearing loss are aged 40 and older.
Public health experts, the World Health Organisation, NICE, and the NHS agree that hearing loss is a significant and growing public health issue. This is because unsupported hearing loss has a major impact on communication and increases the risk of:
- Social isolation and loneliness
- Depression
- Cognitive decline
- Dementia
- Other mental health issues
Despite the scale, impact, and suffering hearing loss causes, it is too often overlooked as a significant public health issue. Today, most people in the UK who would benefit from hearing care do not access it. That needs to change both for their benefit and to save costs in the long term.

The primary care estate for Audiology already exists
Currently, across communities in the UK, there are more than 1,200 primary care Audiology practices delivering essential services every day.Currently, across communities in the UK, there are more than 1,200 primary care Audiology practices delivering essential services every day.
Those patients with the ability to pay can, and do, access these services without the need to see their GP or ENT specialist first.
Recently, some NHS commissioners in England have commissioned the same care for NHS patients; this has improved equality of access and, in many cases, has allowed the delivery of care to be out of hospital, closer to home, or even in the home where required, and 7 days a week.
Sadly, most patients still face significant barriers to accessing NHS funded hearing care and wax management services, resulting in frustration, delays, and unnecessary GP and hospital visits.
My sincere hope is that Governments, policy makers and commissioners across the entire UK will work to ensure that all patients have equal access to primary care audiology, and make the current inequalities and unnecessary delays to treatment a thing of the past.
Content provided by Melanie Jackson RGN RHAD, ENT Nurse Practitioner, Head of Nursing & Clinical Lead
The Hearing Care Centre Ltd
Suffolk & Norfolk
01473 230 330 | hearingcarecentre.co.uk
House of Hearing
Scotland & North England
0131 220 1220 | houseofhearing.co.uk
Help In Hearing
Buckinghamshire & Oxfordshire
0345 222 0579 | helpinhearing.co.uk
Hearing Matters
North West England
0800 852 7171 | hearingmatters.co.uk
Eastbourne Hearing Centre
South England
01323 726 352
eastbournehearingcentre.co.uk
Bexhill Hearing Centre | South England
01424 733 030
bexhillhearingcentre.com
Dove Hearing Centres | Staffordshire
01543 262 670
dovehearingcentres.co.uk
Lanarkshire Hearing Centre | South Lanarkshire
01698 283549
lanarkshirehearingcentre.co.uk
South East Hearing Care Centres | East & West Sussex
01403 218863
hearingcarecentres.co.uk