Improving the Delivery of Unscheduled Care: A Patient-Centred Approach

In light of the significant pressures currently faced by the NHS, this event will look at the future actions needed to halt the decline of unscheduled care and examine what your organisation can do to improve services.

Improving unscheduled care across Scotland is a key ministerial priority

The Scottish Government expects all NHS Boards to deliver sustainable, quality and timely care from arrival to discharge across clinical and community settings. To enable this, the National Unscheduled Care – 6 Essential Actions Improvement Programme was put in place to support the delivery of better services and compliance with national standards.

Following a tough winter for the NHS in Scotland, in which only three NHS Boards met waiting time targets, now represents the time to examine the key challenges and opportunities for unscheduled care going forward to ensure that all organisations are delivering quality, sustainable and effective services in the future.

Join Holyrood on 27 November as we scrutinise how to deliver a more connected and patient-centred service for unscheduled care.

Key issues we’ll examine with you

  • Understanding how to embed sustainable operational management of basic hospital facilities, safe staffing levels and effective management deployment at senior levels
  • How can your organisation ensure that the appropriate management and trend data can supply the correct resources at the right time and in the right setting?
  • What actions can be put in place to facilitate a quality patient journey? Understanding varying discharge methods and engagement across sectors
  • Effective facilitation of the Unscheduled Care Pathway: ensuring that there is prompt access to the appropriate assessments
  • Implementing Seven Day Service into your organisation
  • Sharing and learning from good practice from across the sector

Confirmed speakers

  • Dr Helene Irvine, Consultant in Public Health Medicine, NHS Greater Glasgow and Clyde
  • Dr Mark Harmon, Strategic Director, eConsult
  • Adam Osprey, Community Pharmacy Scotland 
  • Jane Kennedy, Nurse Manager, Site & Capacity Team - Unscheduled Care, NHS Borders

Who should attend?

This briefing will be of benefit to those working within NHS Boards, IJB’s, community healthcare services and those who are working towards improving the quality of care for those who experience unscheduled treatment, including;

  • NHS Boards, IJB’s and HSCP management
  • Senior case managers; service managers; clinical and regional care managers
  • Social work manager; nursing directors/managers
  • Operations managers
  • Professionals involved in information and data analysis and auditing.
  • HR and workforce planning managers


09:45    Registration and Refreshments

10:20    Welcome and Introduction from Chair

10:30    Session 1: Policy and Overview

10:30 Using Routinely Collected Data to Diagnose Problems in Unscheduled Care Before We Can Make It Patient-centred

Dr Irvine will show a range of graphs that demonstrate why and when the use of emergency inpatient beds have risen in several health board areas in recent years, why compliance with the 4-hour target started to fail in many hospitals after 2010, and how different is the dependency on emergency inpatient admission by council area, etc etc. 

Dr Helene Irvine, Consultant in Public Medicine, NHS Greater Glasgow and Clyde

10:50   Roundtable Discussion

Delegates will be given the opportunity to raise their key challenges they are facing in delivering unscheduled care. Through discussions with others in the room, we would like you to share learning around how we can work together to create more effective services, and how we can roll this out in organisations following this event.

11:20    Refreshments and Networking

11:40    Session 2: Improving the Patient Journey

11:40    Feedback from Discussions

11:50    Digital Urgent and Emergency Care

Using digital triage to identify patients and prioritise by clinical need, all within 4 minutes of arrival through the front door of the Emergency Department.

Dr Mark Harmon, Strategic Director, eConsult
Krista Burslam, Clinical Nurse Specialist, eConsult

12:20    Questions and Discussion

12:30   Lunch and Networking

13:20    Session 3: Learning Lessons from Successful Approaches

A number of case studies will highlight examples of good practice. 

Speakers include: 

  • Adam Osprey, Community Pharmacy Scotland 
  • Jane Kennedy, Nurse Manager, Site & Capacity Team - Unscheduled Care, NHS Borders

14:00    Questions and Discussion

14:30    Close of Event

*Agenda subject to change


COSLA, Verity House, 19 Haymarket Yards, Edinburgh EH12 5BH | Map


Delegate rates (excluding VAT):
  • Discounted rate: 1 place £145 + VAT (Voluntary / charitable organisations with an annual income of less than £1m)
  • Reduced rate: 1 place £245 + VAT | 2+ places £195 + VAT per place (Central government departments and agencies, local authorities, universities, colleges, NHS, police, professional associations and voluntary / charitable organisations with an annual income over £1m)
  • Full rate: 1 place £295 + VAT | 2+ places £245 + VAT per place (Commercial organisations e.g. plc, Ltd, LLP)
For all event enquiries please email or call 0131 285 1635
27 November 2018



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