NHS prevents over 1,800 emergency responses by treating patients closer to home

Over 1,800 emergency responses in Bedfordshire, Luton and Milton Keynes (BLMK) have been averted, with patients treated closer to home, following the introduction of a new system to reduce unnecessary ambulance deployments and hospital admissions.

The Unscheduled Care Co-ordination Hub (UCCH) is a clinical triage and patient navigation centre where clinicians from different health and care providers work together to ensure patients receive the best care in the right place.

Staff at the hub, which is based in Luton and covers the whole of the BLMK area, review ambulance waiting lists to identify patients needing urgent attention who aren’t critically ill or injured.  When these patients are identified, call handlers ensure they get the most appropriate care, which isn’t always ambulance transport.

For instance, after fully evaluating a patient’s needs, the UCCH might recommend that someone who dialled 999 be seen by a community nurse instead of being taken by ambulance to an accident and emergency department.  Similarly, a caller to 111 might receive a visit from an advanced care practitioner and a community therapist.

This intervention reduces unnecessary hospital demand by arranging for appropriate care at or close to home where possible and transferring patients from ambulance waiting lists to community providers.  This helps reduce long ambulance waiting times and allows the ambulance service to reach patients most in need of emergency care more quickly.

Another option is ‘hospital at home’, which allows the care team, including nurses, physiotherapists, occupational therapists, and doctors to provide regular check-ins through visits, phone, or video calls.  New technologies, such as monitoring devices, track vital signs at home, and the team adjusts care plans as needed.  This approach offers comprehensive, patient-centred care without the need for hospital stays.

Anita Pisani, deputy chief executive at Cambridgeshire Community Services NHS Trust which provides care to patients in Bedfordshire, Luton and Milton Keynes, said:

“I cannot overstate the importance of unscheduled care hubs. These hubs are essential in providing timely, expert care to residents, ensuring they receive the right treatment in the most appropriate setting.

“By efficiently managing urgent cases and directing patients to community or virtual wards, we not only enhance patient outcomes but also help individuals maintain their independence and dignity.  This approach is a game-changer in delivering compassionate and effective healthcare.”

Felicity Cox, chief executive officer at Bedfordshire, Luton and Milton Keynes Integrated Care Board, said:

“By working together in this innovative way with Cambridgeshire Community Services NHS Trust, we are delivering the very best service to our residents and helping them maintain their independence.

“In the first six days of January 2025 alone, more appropriate care was provided for 70 patients who had initially sought the help of the emergency services, which is about twice the daily average of last year.  This is fantastic news for patients, as they are receiving more appropriate, targeted care within the community.  Our unscheduled care hub is a testament to what can be achieved when we collaborate and put patient needs at the heart of everything we do.”