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Urgent Treatment Centre (UTC) Review – What We Found and What Happens Next
What is this about?
NHS Kent and Medway wanted to understand how people feel about using Urgent Treatment Centres (UTCs) in East Kent. UTCs help people get care quickly and take pressure off hospital A&E departments.
We asked patients, staff, local communities and groups to tell us what’s working well and what could be better.
Key Findings – What People Told Us
Most people were happy with the care they received at UTCs.
Here are the main things people liked:
Quick care: Many said they were seen quickly and didn’t have to wait long.
Kind and professional staff: Patients said staff were friendly, helpful, and caring.
Convenient: UTCs are easier to get to than A&E, and helpful when GP appointments aren’t available.
Good organisation: People liked how the service was run and said they were kept updated about wait times.
What Could Be Better
Some people said a few things could improve:
More seating in waiting areas during busy times.
Better signs and directions to help find the entrance and check-in desk.
On-site X-ray services that are open for longer, this would help avoid going to hospital.
Improved waiting areas more comfort and better access to drinking water.
Clearer information about waiting times.
Who Took Part?
1,866 people completed the survey
Most were aged 55 and over
75% were women
Most lived in Swale, Canterbury or Dover
What Happens Next?
The feedback will help NHS Kent and Medway:
Make care even better and easier to access for everyone who uses UTCs
Improve services and facilities based on what people told us
Feed into the wider review of all Urgent Treatment Centre (UTC) services across East Kent this means your feedback will help shape how UTCs are planned and delivered in the future
Urgent Treatment Centre (UTC) Review – What We Found and What Happens Next
What is this about?
NHS Kent and Medway wanted to understand how people feel about using Urgent Treatment Centres (UTCs) in East Kent. UTCs help people get care quickly and take pressure off hospital A&E departments.
We asked patients, staff, local communities and groups to tell us what’s working well and what could be better.
Key Findings – What People Told Us
Most people were happy with the care they received at UTCs.
Here are the main things people liked:
Quick care: Many said they were seen quickly and didn’t have to wait long.
Kind and professional staff: Patients said staff were friendly, helpful, and caring.
Convenient: UTCs are easier to get to than A&E, and helpful when GP appointments aren’t available.
Good organisation: People liked how the service was run and said they were kept updated about wait times.
What Could Be Better
Some people said a few things could improve:
More seating in waiting areas during busy times.
Better signs and directions to help find the entrance and check-in desk.
On-site X-ray services that are open for longer, this would help avoid going to hospital.
Improved waiting areas more comfort and better access to drinking water.
Clearer information about waiting times.
Who Took Part?
1,866 people completed the survey
Most were aged 55 and over
75% were women
Most lived in Swale, Canterbury or Dover
What Happens Next?
The feedback will help NHS Kent and Medway:
Make care even better and easier to access for everyone who uses UTCs
Improve services and facilities based on what people told us
Feed into the wider review of all Urgent Treatment Centre (UTC) services across East Kent this means your feedback will help shape how UTCs are planned and delivered in the future
NHS Kent and Medway need your help to improve urgent care services for everyone living in the East Kent area.
Urgent Treatment Centres (UTCs) are an important part of the urgent care system. They are designed to provide treatment for non-life-threatening illnesses and injuries, helping to ease pressure on Emergency Departments (A&E). Unlike A&E, UTCs are not for emergencies but are there to offer timely care closer to home for issues that need urgent attention.
We’d like to hear your views and experiences of using UTCs. Your feedback will help us understand what matters most to you and ensure that the people of East Kent have access to the right services in the right locations.
This short survey will take no more than 7–8 minutes of your time.
