Patient experiences of using GP urgent care hubs

• Research type

  Research Study

• Full title

  Patients' experiences of using GP extended access care hubs

• IRAS ID

  352614

• Contact name

  Joanne Coster

• Contact email

  j.e.coster@sheffield.ac.uk

• Sponsor organisation

  The University of Sheffield

• Duration of Study in the UK

  0 years, 7 months, 30 days

• Research summary

  
  In the UK, people can get urgent medical care from GP practices, out-of-hours services, pharmacies, walk-in centres, and emergency departments (EDs). However, many people are going to EDs for conditions that could be managed by a GP. This is partly because it can be hard to get a GP appointment, and patients’ expectations of care are changing. As a result, EDs are becoming overcrowded, leading to longer wait times. To tackle this, the NHS introduced "extended hours hubs," which offer same-day appointments in the evenings and weekends, with healthcare professionals like GPs, nurses, and paramedics. The goal is to make urgent care more accessible, but it is still unclear if these hubs meet the needs of patients, especially those with ongoing or complex health problems who may prefer seeing their regular GP.

  While these hubs can help increase access, they also have challenges. One issue is that hubs are designed for simple health problems, but patients with long-term or complex conditions may need continuous care from their regular provider. Continuity of care builds trust and reduces the need for hospital visits. Another challenge is that some people may have difficulty reaching the hubs, especially those in rural areas or from disadvantaged groups. There may also be confusion about how the hubs work, leading some patients to use them inappropriately.

  This research will look at how patients experience using the GP extended access hubs. The study will observe consultations and interview patients to understand their needs and whether the hubs are meeting them. It will also analyse the findings to suggest ways to improve the service.

  By studying how patients use these hubs and what they think of them, the research will help ensure that urgent care services meet the needs of all patients, especially those facing the most challenges in accessing care.

• REC name

  South West - Frenchay Research Ethics Committee

• REC reference

  25/SW/0053

• Date of REC Opinion

  15 May 2025

• REC opinion

  Further Information Favourable Opinion