What is urgent and emergency care?

Urgent and emergency care covers the service you need when you are ill and need to be seen by a doctor or nurse straight away.

Urgent care relates to less serious health problems, like a cut or sprain that can be treated by services such as an urgent care centre.

Emergency care is when you have a life-threatening accident or illness and you have to be treated in a major hospital.

The closest NHS services for people living in the borough of Richmond are:

Urgent Treatment Centre
Teddington Memorial Hospital
Hampton Road
TW11 0JL
Telephone: 020 8714 4004

West Middlesex University Hospital
Twickenham Road
Telephone: 020 8321 6700

Minor Injuries Unit/Walk-in Centre
Queen Mary’s Hospital
Roehampton Lane
SW15 5PN
Telephone: 020 8487 6999

GP extended access

We have increased the number of GP consultations by extending access from 8am to 8pm, seven days a week and offering same day consultations for children aged five and under. If you need to see a GP and your practice is closed, call in the usual way and you will automatically be directed to the out-of-hours service.

NHS 111

111 is the NHS non-emergency number. It’s fast, easy and free. Call 111 when you need medical help fast but it’s not a 999 emergency.

Please can you create a subfolder underneath the above called ‘Our plans for urgent and emergency care’

Our plans for urgent and emergency care

The conclusions of the “Transforming Urgent and Emergency Care in England” published in 2013 state that urgent or unplanned care leads to at least 100 million NHS calls or visits each year, which represents about one third of overall NHS activity and more than half the costs.

The evidence base for improving urgent and emergency care in England indicates that there is variation in access to primary care services across England leading to many patients accessing urgent and emergency care services for conditions that could be treated in primary care. There is also variation in the management of patients with long-term conditions by primary care services.

Fragmentation and variation in urgent care services emphasise the problems of patient confusion and limited ability to navigate the current system. This leads to poor patient experience, duplication of effort and resources and in some cases, patients defaulting to the familiarity of an A&E department, despite this not being the most appropriate service for their needs. Whatever the reason, the current system is failing either to signpost patients to the appropriate level of care effectively, and, or in some cases to provide an obvious and easily-accessible alternative to A&E departments. We need a system that is safe, sustainable and that provides high quality care consistently.

The vision of the urgent and emergency care transformation is simple:

  • For adults and children with urgent care needs, we should provide a highly responsive service that delivers care as close to home as possible, minimising disruption and inconvenience for patients, carers and families.
  • For those people with more serious or life-threatening emergency care needs, we should ensure they are treated in centres with the right expertise, processes and facilities to maximise the prospects of survival and a good recovery.

In partnership with South West London Commissioning Collaborative (SWLCC), a partnership of CCGs across south west London, we are working to develop services that will:

  • Provide better support for people and their families to self-care or care for their dependants
  • Help people who need urgent care to get the right advice in the right place, first time
  • Provide responsive, urgent physical and mental health services outside of hospital every day of the week, so people no longer choose to queue in hospital emergency departments.
  • Ensure that adults and children with more serious or life-threatening emergency needs receive treatment in centres with the right facilities, processes and expertise in order to maximise their chances of survival and a good recovery.
  • Connect all urgent and emergency care services together so the overall physical and mental health and social care system becomes more than just the sum of its parts.

Urgent care transformation workshop

Richmond CCG has started its transformation journey for local urgent care provision. The transformation process will enable local services to comply with the requirements of the national agenda, to achieve and maintain financial sustainability and to meet the needs of local residents.

We hosted an initial workshop in July 2016 with a relatively small number of providers and patients with a view to scope the local care provision and how to transform local urgent care services.

A follow up workshop, including a larger number of providers and patients representatives, was held on 13 September 2016 which provided an opportunity to progress the discussions held in July.

The conclusions of the workshop in September will be shared with the PPG network to enable patients and commissioners to work in partnership and agree on the next steps.

Read the initial feedback form the workshop held in July 2016​.