We talk to Paul Perry in the third of our series of blogs with Dr Paul Perry.
Paul has just come back from Urgent Health UK (UHUK) – the biggest conference for urgent care providers and brings together over 150 social enterprise healthcare professionals from across the UK.
Hi Paul, you’ve just been to UHUK can you tell us about your experience there and the themes that came up while you were there?
Yes of course – it was a great event, with lots of interesting conversations and presentations. The theme of the conference was ‘Sustaining the NHS: Is virtual care the solution?’ Professor Julian Redhead, National Clinical Director for Urgent and Emergency Care, set the tone for the event by looking at the transformative changes outlined in the Darzi review and highlighting the opportunities these changes offer to urgent care providers. He encouraged urgent care providers to collaborate and help drive cost-effective solutions that will prioritise patient care.
Chief Executive of UHUK, Conor Burke, talked about virtual care and whether it can sustain the NHS and the three new changes that have to happen in 10 years to sustain the NHS: moving care out of hospital, moving to digital technologies and prevention and early intervention.
This is something really close to our heart at CLEO Systems – we were delighted to attend and to present at UHUK and to share how we are collaborating with other providers to enhance patient care and support clinicians.
Can you tell us about the focus on virtual care and digital technology at UHUK?
The UHUK firmly believe that – with digital partners – it can respond to the recommendations on digital technology outlined in the Darzi report. The organisation talked about how it is driving significant advancements in urgent care through a focus on digital innovation. The focus on virtual care and digital technology at the conference aligns with the broader NHS priorities to modernise urgent care delivery and enhance patient access through innovative solutions. People were acknowledging the transformative potential of digital technologies in streamlining operations, improving care quality and addressing workforce pressures.
There were lots of conversations about how virtual consultations and triage are improving access and efficiency while reducing pressure on physical urgent care centres. Digital platforms can allow patients to consult healthcare professionals remotely, supported by AI-powered triage systems or clinical decision tools. This means that high-risk patients are prioritised and seen promptly.
Integrated care pathways are another priority, supported by interoperable digital systems that connect urgent care services with GPs, hospitals and community services. This seamless exchange of information ensures continuity of care across Integrated Care Systems (ICSs).
Remote monitoring and home-based care – this was a real focus. With initiatives like NHS@Home, using wearable devices, mobile apps and other tools to manage patients’ chronic or acute conditions from their homes. This approach can reduce unnecessary hospital admissions and supports patients staying at home.
There was also a focus on how data-driven decision-making is enhancing the management of urgent care. By leveraging analytics and predictive modelling, urgent care providers can identify patterns in demand, allocate resources effectively and address population health needs proactively.
Digital tools can also empower patients, enabling them to manage appointments, access real-time updates and engage with their care. This more proactive approach to healthcare can also improves patient experience.
Finally, reducing health inequalities was also a central focus. Digital care solutions are bridging gaps in access, particularly for underserved or remote areas, to ensure equitable delivery of urgent care services.
Through these initiatives, urgent care providers can address concerns in the Darzi Report - advancing urgent care with innovative, efficient and equitable solutions, which are going to address both current challenges and future demands.
What other themes were important at UHUK?
There was a lot of talk at UHUK about interoperability - it’s all about sharing information across the system. Discussions emphasised the need for innovation and collaboration to address healthcare challenges.
An emphasis on seamless information sharing to improve outcomes, reduce duplication and enhance continuity of care is key. This involves adopting NHS Interoperability Standards, such as FHIR, integrating shared care records across various care sectors and addressing persistent challenges like data silos and inconsistent system compatibility.
The importance of digital-first and virtual care was also underscored. Expanding digital pathways, such as digital triage, virtual consultations and remote monitoring, is key to managing demand and alleviating pressure on in-person services. Innovations like self-monitoring tools, the NHS app and unified patient health records are transforming care delivery, improving access and increasing patient satisfaction.
Workforce challenges and solutions were another prominent topic. Digital tools like e-rostering and virtual training platforms can help address recruitment and retention issues by streamlining workflows and reducing staff burnout. In addition, multi-disciplinary teams are essential for meeting diverse urgent care needs effectively.
A patient-centred approach was a recurring theme, with a focus on enhancing the patient experience through real-time communication, transparent care pathways and self-management tools. Ensuring inclusivity and addressing health inequalities were highlighted as priorities for equitable access to both digital and in-person services.
Population health management was discussed as a means of using data analytics to identify and address community health needs. Proactive care models that manage chronic conditions and prevent acute exacerbations can reduce the demand for urgent care services, particularly in underserved areas.
Sustainability and the drive toward a Net-Zero NHS were also discussed. Sustainable practices, such as reducing paper use and optimising digital workflows contribute to greener healthcare. Virtual care and remote working solutions further support these environmental goals.
A more coordinated approach to healthcare delivery was emphasised, with a strengthening of collaboration across Integrated Care Systems (ICSs) and shared data and unified pathways enabling smooth transitions between urgent care, GPs, hospitals and community services.
Emerging technologies like AI are being explored for predictive modelling, clinical decision support and triaging. User-centred design is critical to ensuring that new systems meet the needs of both clinicians and patients.
Addressing health inequalities and improving access were identified as ongoing priorities. Tackling barriers like digital literacy, socio-economic disparities, and geographical challenges is vital to ensuring equitable access to care. Inclusive design for digital tools is essential to meet diverse patient needs effectively.
Finally, collaboration with technology providers is really seen as key to driving progress. Stronger partnerships with IT vendors make the co-development of solutions aligned with NHS priorities easier. Pilot projects and agile development approaches are fostering innovation at a rapid pace.
You also gave a presentation – can you tell us about it?
I joined Dr Tim Merchant, Regional Medical Director at Integrated Care 24 and we talked about CLEO CORE and how it’s being used at UCCH unscheduled care coordination hub at Norfolk and Waveney. There was a real focus on robust telephony integration and making systems fit for growing organisations, and how you can support this in IUC.
How does this all play into the narrative around the Darzi Report – or as the team at UHUK are referring to as the Darzi Diagnostic?
Going back to Julian’s introduction and Conor’s presentation – the key themes that we at CLEO and as part of the UHUK community can support with here are:
- Tilting towards technology.
- Simplifying and innovating care delivery for a neighbourhood NHS
- Prevention and early intervention
Tilt towards technology. The key theme throughout the conference was the potential of technology to drive innovation in urgent care. Developments such as at-home and self-monitoring tools, the NHS app, single patient health records, electronic prescribing solutions and effective telephony systems were highlighted as transformative. Many members are actively collaborating with technology partners to co-design and rapidly develop solutions that enhance patient care. These efforts aim to improve access to services and reduce demand on resources, while increasing patient satisfaction and improving health outcomes.
Shifting care into the community and reducing reliance on hospital services was another key focus. UHUK members already serve over two-thirds of the UK population, delivering advice, at-home care and out-of-hospital services or directing patients to appropriate care pathways. This approach helps preserve ambulance and A&E services for those in critical need. UHUK’s social enterprise members are actively working with partners to explore new ways to support individuals at home, in workplaces and within communities.
Prevention and early intervention are key Darzi strategies. We heard from UHUK members who shared initiatives aimed at preventing the development of long-term conditions. These programmes, designed in collaboration with employers, councils, technology providers and NHS partners, have the potential to significantly improve the long-term health of local communities.
Thanks so much Paul! Sounds like you had a really positive time at UHUK!
We certainly did! It was fascinating to find out how far we’ve come and all about the exciting developments on the horizon, where digital tools and technologies have the power to transform the delivery of care.
The UHUK conference was a powerful reminder of how technology and collaboration are reshaping urgent care. And - as highlighted in the Darzi Report - the focus on tilting towards technology, simplifying care delivery and prioritising prevention and early intervention provides a clear roadmap for the future.
The discussions really did demonstrate the urgent care sector’s commitment to innovation, from virtual care and integrated systems to data-driven decision-making and tackling health inequalities. These advancements are not just about modernising care but also about creating a more accessible, equitable and sustainable NHS.
It’s inspiring to see how UHUK members and partners are embracing these challenges with practical solutions that align with the Darzi vision. Together, we are dedicated to ensuring that urgent care evolves to meet the needs of patients today and well into the future, while leveraging technology, collaborating and maintaining a patient-centred focus to address current challenges while preparing for future demands.