Improving Urgent Care Services (Summer 2018)


We asked

During the summer of 2018, ELR CCG undertook a period of engagement with the public to help shape improvements to urgent care services in our area.

The contracts for urgent care services in East Leicestershire are due to end in March 2019 and the CCG is keen to ensure that the services available to patients still meet public needs while providing high quality, cost effective care.

Following initial review work including conversations with patients in early 2018, the CCG identified opportunities to enhance what is currently available with some investment and changes to the existing model of care. The proposals included:

  • procurement of a combined out of hours GP and urgent care service;
  • some changes to opening hours and staffing models at existing services to reflect patient usage and need;
  • the opening of an additional site in Blaby District area

The engagement process ran from 20 June to 24 July 2018 and consisted of stakeholder, patient and public engagement.

Engagement methods employed included:

  • A document outlining the CCG’s plans was made available on the website and in hard copy on request
  • Details of the plans were posted on a dedicated webpage on the CCG’s website
  • A questionnaire was made available on the CCG’s website and hard copies were distributed during face to face engagement and also available on request.
  • Face to face conversations took place at six engagement opportunities using the CCG’s ‘listening booth’
  • Two public events were held – one in Blaby and one in Oakham.
  • The opportunity for the public to share their views was promoted though communication channels including stakeholder briefings, website, media and social media


You said

We received 775 completed questionnaires and spoke face to face with 277 patient and public contacts. We would particularly like to thank our GP Patient Participation Groups in East Leicestershire and Rutland and our partner organisations for helping us to promote the engagement and opportunities to be involved.

A full report detailing what people told us can be found appended to Paper L of our Governing Body papers, 11 September 2018 (PDF pages 168-252).

We did

The findings from the public engagement were used to shape the future model of  services and to inform the development of the service specification.

Changes were made to the original proposals based on public feedback meaning the original proposed reduction in opening hours at weekends and Bank Holidays will not now go ahead due to public concerns regarding the lack of alternative services in local areas.

ELR CCG’s Governing Body approved the final model in September 2018. The new services are due to go live on 1 April 2019.

The plans for urgent cares services in ELR CCG were discussed at the Leicestershire Health Overview and Scrutiny Committee on 30 May 2018, Rutland Health Overview and Scrutiny Committee on 28 June 2018. Both committees also received an update on the outcome of the engagement and the changes made to the proposals based on feedback from the public. Letters of support for the proposals were received from Chairs of both committees in August 2018.

Further conversations on the location of the new centre in the Blaby District took place in the Autumn of 2018. You can read about this here.