Epsom & St. Helier University Hospitals

Improving NHS 111 and GP out-of-hours services in Surrey


As from 28 March 2019, the NHS 111 and GP out-of-hours service in Surrey is changing to offer a range of benefits to patients.

The provider of NHS 111 in East Surrey, Guildford and Waverley, Surrey Downs and North West Surrey will change from South East Coast Ambulance Service NHS Foundation Trust (SECAmb) to Care UK. This means that as current providers of the Surrey GP out-of-hours service, Care UK will now deliver an integrated urgent care service made up of GP out-of-hours, NHS 111 and a clinical assessment service which makes it easier get help from a wider range of healthcare professionals.

The changes follow a redesign and procurement process using feedback from patients and a wide range of healthcare professionals. It will not affect how people get help for urgent medical problems – dial 111 or visit www.111.nhs.uk from a computer, smartphone or tablet – but they will be able to get more from the service.

Plans are in place to ensure the transition to the new providers is as smooth and seamless as possible with minimal disruption to the service patients receive.

What does it mean for patients?

The redesigned service aims to meet most healthcare needs on the first call – including a consultation with a doctor, nurse, dentist, pharmacist or mental health specialist if needed.

People can expect the service to be:

• Quicker – there will be fewer questions to answer and you won’t be passed from person to person having to repeat yourself each time.
• More direct - as well as offering diagnosis, health advice or next steps, direct appointments can also be booked with many local services. This will be supported by better technology so clinicians can, with patient consent, immediately see key information in someone’s medical record allowing them to give fast advice and treatment.
• More knowledgeable – a wider range of healthcare professionals will be on hand to get the answers or advice you need. This includes doctors, nurses, paramedics and specialists in mental health and dental issues.
• More helpful - as well as diagnosing and giving treatment options, health and lifestyle advice on a wide range of topics is also available. This could be anything from medication to vaccinations, diet to anxiety.

How does it work?

If you have an urgent medical problem and you’re not sure what to do contact NHS 111 by phone or online. NHS 111 is available 24 hours a day, 7 days a week.

If you have difficulties communicating or hearing, you can:
• call 18001 111 on a textphone
• use the NHS 111 British Sign Language (BSL) interpreter service if you’re deaf and want to use the phone service

Fully trained advisors will ask some simple questions and depending on the situation you will find out what local service can help, be connected to a clinician, get a face-to-face appointment or be told how to get any medicine you need.

You can also ask for a translator if you need one.

NHS 111 does not replace 999 or A&E for medical emergencies - when someone is seriously ill or injured and their life is at risk.

European Union exit

We are aware that these changes will happen while the UK potentially goes through the process of leaving the European Union. We have been preparing for various scenarios that may occur as a result and would like to reassure you that contingency plans are in place and will be maintained throughout this time.

About Care UK

Care UK was founded in 1982. Today its healthcare services include treatment centres, 111, GP practices, NHS walk-in centres, GP out-of-hours, prison health services and clinical assessment and diagnostics facilities.

Care UK works with the NHS to take healthcare services closer to where people live and work – increasing the efficiency and quality of the services delivered and helping to reduce waiting times.

Health care experts across Care UK assess, diagnose and treat more than one million NHS patients every year, providing services which are free at the point of use

Further information

Patients should contact Care UK using the details below to report any feedback on the experience and service they received during the phase of transition and immediately afterwards.

Email: This email address is being protected from spambots. You need JavaScript enabled to view it.
Telephone: 0203 402 1245
Write to: Care UK, Glassworks 2, Glassworks Business Park, Station Road, Dorking, Surrey, RH4 1HJ
Website: www.careukhealthcare.com/contact-us - here you will find a guide on how to make a complaint and feedback forms

Improving Healthcare Together 2020-2030

Improving Healthcare Together

The NHS in Surrey Downs, Sutton and Merton has just completed its first set of public discussion events in which we talked with and listened to local residents and their representatives on how healthcare can be improved sustainably for the future. 185 members of our local communities attended the events, including MP for Mitcham and Morden Siobhain McDonagh and MP for Epsom and Ewell Chris Grayling, as well as a number of Councillors. Thanks very much to everyone who took the time to attend.

At the events clinicians, residents and other community members discussed early ideas for providing high quality healthcare for our communities in Surrey Downs, Sutton and Merton. A large number of vital key themes emerged from these discussions. These included - among many others - access to future health services, including the impact on travel times and transport, as well as wider impacts on deprived communities and those with protected characteristics.

All feedback from these events, as well as thoughts and comments through every other channel, is being collated so we can consider ways to provide the best quality healthcare, sustainably, for years to come.
Our next events

Our next set of engagement events will be held in September. The dates, times and locations for these events are below and are also on our website. At these events, we will again discuss the thinking on improving healthcare in our local areas. We would like to hear from you and would be very pleased to see you there so we can listen to your feedback.

Improving Healthcare pic

Wednesday 12th September: 7.00pm – 9.00pm
Sutton Masonic Hall, 9 Grove Road, Sutton, SM1 1BB

Tuesday 18th September: 7.00pm – 9.00pm
Commonside Community Development Trust, South Lodge Avenue, Pollards Hill, Mitcham, CR4 1LT

Wednesday 19th September: 10.00am – 12.00pm
The Thomas Wall Centre, 52 Benhill Avenue, Sutton, SM1 4DP

Wednesday 19th September: 7.00pm – 9.00pm
Bookham Baptist Church, Lower Road, Great Bookham, Leatherhead, KT23 4DH

Thursday 20th September: 2.00pm – 4.00pm
Banstead Methodist Church, The Drive, Banstead, SM7 1DA

Thursday 25th September: 7.00pm – 9.00pm
Mitcham Parish Church, The Parish Centre, Church Path, Mitcham, CR4 3BP

There is no need to register to attend. Please come along and share your views.
Find out more about the work in Surrey Downs, Sutton and Merton to make sure the very best quality of care is available to our patients and communities, and that it is sustainable into the future from buildings which are fit for purpose www.improvinghealthcaretogether.org.uk

Epsom & St Helier University Hospitals

The long term future of Epsom and St Helier hospital (15th March 2019)

Chief Executive Daniel Elkeles said: “We are pleased to announce that the surplus land in the grounds of Epsom Hospital – which contained derelict buildings and was not needed by the Trust and will not be needed in the future – will soon be home to a unique later living community for the over 65s. This delivers on the commitment we made to sell the land for a social care use rather than just solely residential housing.

“This exciting new development – which is being led by Legal & General – will mean additional age-specific housing for this country’s ageing (with a hospital on the doorstep should they ever need us), as well as additional facilities – all subject to planning permission – which will likely include a nursery, a wellness centre and ancillary retail opportunities. There will also be the ability, should we need it, for NHS patients to access some of the accommodation in the development. Importantly, this will be an extension of the Epsom community rather than a closed-off development, and will benefit local residents and our staff as well as support around 50 new jobs. Legal & General will be starting their planning process and consulting with local residents and stakeholders in the coming months.

“For the Trust, it will mean a more efficient use of the space and land that we own, it will save us money on maintaining and securing disused buildings, and it has unlocked in excess of £15 million of investment into existing buildings at Epsom Hospital and building a new facility for our clinical administrative support staff working at Epsom. They are currently working in a run-down building that was designed to be a nursing home back in the 1920s.”

The investments we are making in Epsom Hospital in the current financial year and into next year, which are in part funded from this land sale, include:
• A new 30 room outpatient facility in Woodcote Wing (opening in spring 2019)
• Replacing all the windows in Bradbury and Denbies Wing (completing in spring 2019)
• A new outpatient therapy centre in Langley Wing (now open)
• Replacing the air handling plant in Wells Wing to reduce summer temperatures (due to be completed in summer 2020)
• Refurbishing some of the lifts at Epsom Hospital (programme throughout 2019 and 2020, with one lift in Bradbury Wing already replaced. An additional lift for Langley Wing is due to complete by summer 2019)
• A new clinical administration building (building underway, and due to be completed in spring 2019)
• Replacing the old steam boilers with a combined heat and power plant (work started and due to finish in 2020)
• Replacing all the lighting in the hospital with modern energy efficient LEDs (work started and will finish in 2019)
• A new decked car park (planning underway and due to be completed in 2020)
• A link bridge from Wells Wing to Langley Wing as part of the redevelopment of Langley Wing that we have secured separate funding for (planning under way and will be completed in 2021)
• Expansion to our Emergency Department and Urgent Treatment Centre providing increased assessment and treatment cubicles (now open)
• External refurbishment of Wells Wing including roof replacement and replacement of window (planning underway and planned completion in 2022).

Importantly, the sale of the surplus land leaves enough space to build a brand new acute facility on the Epsom site (and additional car parking), should the Epsom site be chosen as the preferred location for building a new acute facility. We have already published this report that our local Commissioners produced and it is available on our website.

Explaining the background to this exciting development, Daniel said: “Last year, we began a piece of work to ensure we are making the most of our estate and assets and assessed what land we have but don’t use, and the areas within our grounds that we will never need.

“We identified some parts of the Epsom site, containing the derelict York House and old accommodation block, as surplus to our current and future needs. It is therefore suitable to sell to the public sector, and this plan was approved by our Trust Board in April 2018.”

Daniel added: “As lots of local people are aware, because of our ageing buildings and the way our services are currently configured, Epsom and St Helier cannot continue as we are forever. To secure a long term future that is clinically and financially sustainable, we need to build a state-of-the-art, brand new facility (on one of our existing hospital sites) where our sickest patients will be cared for. Before any decisions are made, there would be a public consultation led by the Clinical Commissioning Groups so that local people can have their say about where they think this new facility should be built. Importantly, we have ensured that we have enough space remaining at each of our three hospital sites to build a new acute facility.

“A development of that size will of course take some years to complete, and in the meantime we cannot stand still. We have to sort out the many, many issues we have with our existing buildings.”


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