https://club.hcqc.co.uk/c/self-audits/edit-lesson/sections/517639/lessons/2692180
When patients contact their GP practice with an urgent concern, they are often worried, in pain, or vulnerable. In these moments, the way a practice listens and responds can have a lasting impact on safety, trust, and wellbeing. Ensuring patients can access same-day appointments when clinically necessary is one of the most important ways to show compassion and responsiveness.
Why This Audit Was Created
This week’s audit has been developed in line with the CQC “We” statement on Responding to people’s immediate needs:
“We listen to and understand people’s needs, views and wishes. We respond to these in that moment and will act to minimise any discomfort, concern or distress.”
By focusing on urgent access and triage, this audit helps practices evaluate whether patients with immediate needs are being prioritised, whether red-flag symptoms are recognised quickly, and whether patients feel listened to and supported when they reach out for help.
Why It Matters
· Patient safety: Delays in responding to urgent needs can result in avoidable harm. Rapid triage and same-day access can prevent deterioration and escalation.
· Trust and confidence: Patients who feel their concerns are taken seriously are more likely to trust their practice and continue seeking care when needed.
· Reducing distress: Compassionate responses at first contact help minimise anxiety and make patients feel respected and valued.
· Meeting CQC expectations: Urgent access and responsiveness directly link to Regulation 9 (Person-Centred Care), Regulation 10 (Dignity and Respect), and Regulation 12 (Safe Care and Treatment).
What Good Practice Looks Like
· Trained reception and care navigation teams who can recognise red-flag symptoms and escalate promptly.
· Same-day urgent appointment availability, with a balance between face-to-face, telephone, and home visits where appropriate.
· Clear triage pathways, ensuring patients are seen by the right clinician in the right timeframe.
· Empathetic communication, so patients feel reassured and informed, even if waiting times are longer than hoped.
· Regular monitoring and learning, so that delays or missed urgent needs are reviewed, with improvements made.
Final Thoughts
Responding to immediate needs is about more than clinical processes — it is about human connection at a vulnerable moment. When patients call or arrive at the practice distressed or unwell, they want to be heard, taken seriously, and cared for quickly.
By embedding urgent access and triage into regular audit cycles, practices can ensure:
· Systems are reliable and safe.
· Staff are confident and supported.
· Patients consistently experience care that is timely, compassionate, and person-centred.
This audit provides practices with the opportunity to demonstrate to regulators, staff, and most importantly patients, that urgent needs will never be overlooked.
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