In a significant step to support SECAmb in reshaping how it delivers urgent care, certain 999 callers will be asked for feedback on their experiences of the service.

999 callers who had their emergencies accessed and managed by one of our newly created unscheduled care navigation hubs will be given the chance to provide their views on their experience.

The unscheduled care navigation hubs (UCNHs), which were rolled out from November 2024, brings together paramedics, community care teams and A&E clinicians to ensure patients get the right care in the right place, without unnecessary trips to already stretched emergency departments.

From mid-April until the end of May, a small number of patients, up to 50 in total, who have received either a remote consultation or ambulance attendance via the hubs will be asked to take part in a short experience survey.

If consent is given, the 999 caller will be contacted by Trust’s Patient Engagement team to provide feedback.

These conversations will help to understand how the new model is working in practice, not just for staff and system partners, but crucially, for patients and will take place within two weeks of the 999 call being made.

The responses will help shape how the service develops and ensure that it continues to deliver care that is not only clinically effective but also compassionate and responsive.

Patients who are contacted will be reassured that participation is entirely voluntary and that their feedback will be treated confidentially.
The UCNHs, operating weekdays between 8am and 6pm, focus on managing lower-acuity 999 calls, typically classified as Category 3 or 4, and act as a bridge between ambulance crews and community or primary care services. By supporting shared decision-making, the hubs are helping to prevent avoidable admissions and reduce the strain on A&Es, especially during periods of high demand.

For more information about the UCNHs and how we’re working to improve urgent and emergency care pathways, click here.

Practice Development Lead, Sean Edwards said "This key insight into how the UCNHs affect patients their care journey, and their perceptions of care delivery is key, and will inform future models of the hubs. The evaluation will highlight perceptions of good practice, and areas where patients feel we can improve."