This report explores how different components of urgent care services can help reduce pressure on emergency departments and support patient independence. Drawing on the latest research through a systematic rapid review and international insights, it highlights best practices from across the UK and globally to inform urgent care service design in Wales. The review covers a range of urgent care service components, including:
• Task shifting strategies to optimise workforce capacity and efficiency
• Improved access to diagnostic services, such as radiology
• Smart tools like digital triage and decision-support systems for staff
• Expansion of urgent care/treatment centres for timely, appropriate care
• Virtual urgent care, including phone and video consultations for urgent advice
The findings suggest that well-designed urgent care services can deliver safer, faster, and more effective care. While further research is needed, the evidence highlights a promising opportunity to ease pressure on hospitals and ensure patients receive the right care, in the right place, at the right time.
About the review:
This work is a collaboration between the Evidence Service (Research, Data and Digital Directorate) and the International Health Insights team (Policy and International Health Directorate, WHO Collaborating Centre on Investment for Health and Wellbeing) within Public Health Wales.