Place Category: Health & Social Care
- Website & Social
- Social Impact Declaration
- Social Impact Statements
HUC provides high quality Urgent Healthcare and GP Services to nearly 3 million people across a range of counties, including Hertfordshire, Cambridgeshire, Peterborough, Bedfordshire and Essex.
The Integrated Urgent Care model championed by HUC includes both Out of Hours and NHS 111 services as well as access to a Clinical Advisory Service.
Founded in 2007, HUC has delivered high quality Out of Hours Unscheduled Care since 2008. HUC extended services to include NHS 111 during 2012 and in 2013 and our new Integrated Urgent Care Service in 2016.
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Social Impact Statements
The Social Enterprise Mark criteria includes a requirement that the applicant can demonstrate that social and/or environmental objectives are being achieved.
In support of this, new applicants and renewing Mark holders must submit Social Impact Statements that summarise their headline activities and achievements, helping show how they are striving to make a difference and stand up to scrutiny of purpose as a social enterprise.
Updated August 2017
1) Providing patients with quick and easy access to urgent and emergency care
HUC provides high quality Urgent Healthcare and GP Services to nearly 3 million people across a range of counties, including Hertfordshire, Cambridgeshire, Peterborough, Bedfordshire and Essex. HUC launched three Integrated Urgent Care (IUC) services over the last 12 months, which included some unusually short mobilisation periods (3 months).The IUC model championed by HUC includes both Out of Hours and NHS111 services as well as access to a Clinical Advisory Service.
After an initial assessment by fully trained health advisors, patients calling NHS111 will have the chance to speak to a GP, nurses, prescribing pharmacists or mental health professional if required. As a result of the assessment, a patient could be booked into an Out of Hours GP, an emergency dentist or referred to A&E.
The IUC model provided by HUC gives patients quicker and easier access to urgent and emergency care. Getting healthcare advice is designed to be a smooth experience in a safe and joined up service.
Benefits of an IUC:
- Easier access to urgent healthcare services around the clock
- Patients can get advice from a wide range of healthcare professionals including GPs, nurses and pharmacists
- No time spent waiting at A&E if a patient’s condition could be better treated elsewhere
- A patient’s GP will receive a report of the service we provided for their records if the patient is happy for us to do so, making sure they are aware of any special help the patient might need
- Different healthcare services and providers are now connected, making it easier for patients to get the help they need
- If patients have complex needs, they could be given quicker access to the help they need
- Patients will be cared for in the right place for their health needs, ensuring they receive the right care for their condition
All residents of the counties HUC serves as well as visitors are looked after by the service, which serves up to nearly 3m people and takes over 60,000 calls on a monthly basis.
2) Patient feedback
Our in-house Patient Experience team manage all patient feedback received through a variety of channels:
- Friends and Family feedback forms
- our website www.hucweb.co.uk
- by email
- via letter or phone
- social media
Negative feedback is investigated and acted upon in line with the NHS Complaints procedure. Our KPIs also include auditing and sampling a random set of patients each month.
Positive patient feedback received over the last six months includes:
“When I phoned the service I was given good advice and through the service I had a doctor call me and made me an appointment to go and see her two weeks later. I was asked to go back and now await an MRI scan. The 111 service is perfect and helped myself, hope this carries on with a good service.”
“Was very happy with how my son’s health was dealt with. The operator was very efficient, thorough and helpful. We had an appointment at urgent care centre within the hour of 111 call.”
“They probably saved my life.”
“The lady at 111 could not have been more helpful. Very impressed with service I received.”
“I was admitted to hospital on the same day as the initial call to 111.I was very grateful to be put
in touch with the first GP on the phone, and then a doctor at the Elstree Urgent Care Centre - they
were both excellent in response to my situation. I later found out that I had a serious chest infection.”
“Superb care. Appointment made via 111 - all my information already on file as I arrived. Seen within 30 minutes. Excellent GP - helpful, informative and medication prescribed. All I needed and all done efficiently and very pleasantly. Top marks!”
“It was the day before a family holiday and an out of hours GP appointment was made within two hours. I had antibiotics within three hours of the call. Very impressed.”
“We have needed to call 111 three times lately as my husband has multiple conditions. Each of the ladies and GPs have been courteous, reassuring and helpful and one of the GPs organised an ambulance/paramedics to come. I, the carer, each time, have been uncertain as to whether to dial 999 or 111. We received a really good service from 111 thanks.”
“My husband and I were both in bed ill and my son who lives in Kent rang 111 for help. A lady rang to see how we were and after speaking to her she said she would send a doctor to us, but it would be late. He actually came at 9.30pm but it was Christmas Day and he was busy. A very nice young man and quite helpful. This service is very necessary, especially if people live alone and have no nearby help.”
3) Reinvesting profits to provide an enhanced service for patients
Reinvesting our income has helped us to grow considerably within the last 12 month with the launch of our three integrated urgent care services across Luton & Bedfordshire, Cambridgeshire & Peterborough as well as Hertfordshire. As a result, we are now providing services to a population of 3 million patients.
We have invested in providing an enhanced service to these patients, i.e. our integrated urgent care services, which provide a seamless and high quality patient experience in line with our values:
- Quality Services: We have high standards
- Respect: We are committed to working together
- Patient Care: We give our best
- Efficiency: We are cost effective