Background:
Bracknell Urgent Care Centre (BUCC) is a facility dedicated to providing high-quality urgent care. The centre aimed to transition to a fully designated Urgent Treatment Centre (UTC) while continuing to meet the evolving healthcare needs of the local community.

Challenge:
As the demand for urgent care services increased, BUCC faced the following challenges:

• Pressure on A&E departments, leading to long waiting times for urgent patients.

• Need for more integration with local healthcare services for seamless patient journeys.

• Ensuring that BUCC met national standards required for UTC status, including extended hours and on-site diagnostics.

Objective:
The vision for BUCC was to provide patient-centered care while working towards becoming a fully designated UTC. The strategic goals aimed to:

• Reduce pressure on A&E by providing an alternative for urgent care.

• Improve patient outcomes through enhanced integration with local healthcare services.

• Achieve national specifications for UTCs, including extended hours and access to diagnostics.

Action Plan:

1. Provide Safe, Timely, and Effective Care:

   • Reduce pressure on A&E by offering high-quality, timely care for urgent patients.

   • Minimise waiting times and ensure appropriate care without the need for A&E visits.

2. Achieve National Waiting KPIs:

   • Focused on meeting KPIs related to waiting times and patient satisfaction.

   • Regular monitoring of service performance to ensure KPIs are met and exceeded.

3. Successfully Transition to UTC Status:

   • Worked towards meeting national specifications for UTCs, including providing extended hours and on-site diagnostic services.

   • Integrated services with NHS 111 to allow pre-booked appointments for urgent care.

4. Enhance Integration with Local Services:

   • Strengthened partnerships with local GPs, hospitals, and community care providers to ensure smooth patient transitions and coordinated care.

5. Promote a Culture of Excellence and Continuous Improvement:

   • Implemented a quality assurance program with regular audits and staff engagement in continuous improvement initiatives.

   • Ensured clinical governance and leadership to maintain high care standards.

6. Invest in Workforce Development, Digital Infrastructure, and Service Innovation:

   • Invested in staff training and digital infrastructure to enhance service delivery and improve patient care.

   • Explored innovative practices and technologies, including AI and remote monitoring, to enhance care.

7. Foster a Culture of Safety and Quality:

   • Prioritised patient safety with rigorous safety protocols.

   • Ensured continuous improvement in all aspects of service delivery, from clinical care to operational efficiency.

8. Promote Awareness of Self-Care and Community Resources:

   • Educated patients on self-care practices and awareness of NHS 111 and other community services.

Outcomes:

• Reduction in unnecessary A&E visits, freeing up capacity for more critical cases.

• Improved patient satisfaction with reduced waiting times.

• Achieved significant milestones towards UTC status, including extended hours and on-site diagnostics.

• Enhanced integration with local services, improving patient care coordination.

Success Indicators:

• Decreased A&E attendances, demonstrating that more patients were accessing appropriate care at BUCC.

• Positive patient feedback on waiting times and quality of care.

• Achievement of national KPIs and progress toward full UTC designation.

• Stronger partnerships with local healthcare services, ensuring seamless patient journeys.