PEOPLE FIRST: a response from health and care leaders to the urgent and emergency care system crisis
PEOPLE FIRST is a resource to help system leaders and service providers. It was designed and developed:
- using outcomes from CQC's urgent and emergency care workshop, held in May 2022
- by members of the CQC National Emergency Medicine Specialist Advisor Forum.
This new resource recognises the unscheduled care pathway as a continuum, with solutions required across the artificial divides between primary, secondary, community and social care. It aims to:
- support the design of person-centred urgent and emergency care services
- encourage innovation across integrated care systems.
Read the full publication
Contributors
We would like to thank the CQC National Emergency Medicine Specialist Advisor Forum. A group of senior clinical leaders who without their valuable input, continued support and tireless work in urgent and emergency medicine, the PEOPLE FIRST document would not be possible. Thank you very much for everything you do to ensure safe, good quality patient care.
We would also like to thank our colleagues from across health and social care who gave up their time to join us at our London workshop in May 2022. People shared their first-hand experiences on the front-line with us, both in audience conversations and in frank table-top discussions. Their invaluable help made this event highly regarded and valued. It also greatly informed PEOPLE FIRST and its recommendations.
Finally, our very sincere thanks to Margaret and Rachel Young, who kindly agreed to share Margaret's story with us. They hope their reflections will make a difference, and we are grateful for their honesty and courage. We urge fellow health and social care leaders to reflect on the issues discussed and on the positive changes that can be made together.
Workshop contributors
Jo Beahan, Emergency Medicine Consultant & Deputy Medical Director, Barnsley Hospital NHS Foundation Trust
Rosie Benneyworth, CQC Chief Inspector Primary Medical Services & Integrated Care
Olivia Bird, CQC Regulatory Policy Manager
Charlotte Bower, Paediatrics Emergency Department Lead Nurse, Royal Berkshire NHS Foundation Trust
Adrian Boyle, Royal College of Emergency Medicine President Elect, Emergency Medicine Consultant Cambridge University Hospital NHS Foundation Trust
Alison Chilton, CQC Head of Inspection, Adult Social Care
Mary Cridge, CQC Director of Adult Social Care
Ashley Faulkner, CQC Directorate Support Officer, Operations Group (Primary Medical Services & Integrated Care)
Paul Fontaine, CQC Data Analyst
Stella Franklin, CQC Inspection Manager, Hospitals
Karen Grant, Associate Director of Nursing, Isle of White NHS Trust
Sheila Grant, CQC Head of Inspection, Adult Social Care
Bernadette Hanney, CQC Head of Inspection, Hospitals
Katherine Henderson, Royal College of Emergency Medicine President, Emergency Medicine Consultant Guys & St Thomas’ NHS Foundation Trust
James Hill, Head of Nursing for Acute Medicine, Guys and St Thomas’ NHS Foundation Trust
Andrew Hobart, Emergency Medicine Consultant, East Sussex Health Care NHS Trust
Jon Ibbitson, CQC Inspection Manager, Adult Social Care
Claire Land, CQC Head of Acute Policy
Devina Maru, CQC Clinical Fellow, Primary Medical Services & Integrated Care
Nicola Maslen, CQC Directorate Support Team Leader, Operations Group (Hospitals)
Mala Mistry, CQC Regulatory Policy Officer
Natalie Mullen, CQC Regulatory Policy Manager
Myriam Ngwende, CQC Directorate Support Team Leader, Operations Group (Primary Medical Services & Integrated Care)
Ruby Okojie, CQC Regulatory Policy Manager
Carlota Ortega, CQC Directorate Support Coordinator, Operations Group (Hospitals)
Janet Ortega, CQC Head of Inspection, Primary Medical Services & Integrated Care
Emma Redfern, Emergency Medicine Consultant & Deputy Medical Director, University Hospitals Bristol and Weston NHS Foundation Trust
Fiona Rodney, Emergency Medicine Clinical Matron, Frimley Health NHS Foundation Trust
Vikki Rose, CQC Inspection Manager, Adult Social Care
Bas Sen, Emergency Medicine Consultant & Associate Medical Director Emergency Care, Royal Victoria Infirmary, Newcastle Upon Tyne Hospitals NHS Foundation Trust
John Seymour, Frimley Health Foundation trust, Consultant Respiratory Physician, Deputy Medical Director
Lisa Shoubridge, Emergency Care Directorate Manager, Royal Berkshire NHS Foundation Trust
Kate Terroni, CQC Chief Inspector Adult Social Care
Ian Trenholm, CQC Chief Executive
Helen Vine, CQC Sector Delivery Manager
Mandy Williams, CQC Director of Integrated Care, Inequalities & Improvement
Sally Young, Covid Clinical Commander & Quality Assurance (QA) Matron, University Hospitals Morecambe Bay NHS Trust
Hilary Pillin, Association of Ambulance Chief Executives (AACE) Urgent and Emergency Care Strategy Advisor
Mark Docherty, Executive Director of Nursing & Clinical Commissioning, West Midlands Ambulance Service
Sarah McClinton, President of the Association of Directors of Adult Social Services
Julian Redhead, National Clinical Director Urgent and Emergency Care, NHS England
PEOPLE FIRST contributors
Vazeer Ahmed, Emergency Medicine Consultant and Sustainability and Transformation Plan Lead for Urgent and Emergency Medicine, Cambridge University Hospitals Foundation Trust.
Tim Ballard, CQC National Professional Advisor for General Practice, Independent Health and Digital.
Gemma Berriman, Director of Operations, Corporate Division, Calderdale & Huddersfield NHS Foundation Trust.
Karen Brown, CQC Project Manager.
Stevan Bruijns, Emergency Medicine Consultant & Emergency Department Clinical Service Lead, Yeovil District Hospital.
Sir Robert Francis, Healthwatch England Chair.
Alison Giles, CQC Inspection Manager, Integrated Care System Assessment.
Michele Hurst, CQC Inspection Manager, Primary Medical Services & Integrated Care.
Farhad Islam, Emergency Medicine Consultant & Helicopter Emergency Medical Service (HEMS) Critical Care Doctor, University Hospitals Dorset NHS Foundation Trust.
Sunmeet Kandhari, CQC Clinical Fellow, Primary Medical Services & Integrated Care.
Sanjay Krishnamoorthy, Clinical Director Urgent Emergency Care, Chelsea & Westminster Hospital NHS Foundation Trust and CQC National Professional Advisor Medical specialties.
Timmy Lam, CQC Directorate Support Coordinator, Operations Group (Hospitals).
Brendan Lloyd, CQC National Professional Advisor Ambulances.
Ray Mason, CQC Directorate Support Team Leader, Operations Group (Hospitals).
Davina Maru, CQC Clinical Fellow, Primary Medical Services & Integrated Care.
Alison Murray, CQC Head of Inspection, Adult Social Care.
Shazia Patel, CQC Clinical Fellow, Primary Medical Services & Integrated Care.
Prem Premachandran, Emergency Medicine Consultant, Frimley Health NHS Foundation Trust and CQC National Professional Advisor Urgent Emergency Care.
Shewli Rahman, Emergency Medicine Consultant & Clinical Director Emergency Care, Sandwell and West Birmingham NHS Trust.
Natalie Reed, CQC Head of Inspection, Adult Social Care.
Emma Rowland, Emergency Medicine Consultant, Homerton University Hospital. Clinical lead for CRS NEL (Clinical Review of Standards North East London). Clinical Lead (Jt) for APC UEC NEL (Acute Provider Collaborative Urgent and Emergency Care North East London). Co-Chair London Regional Board RCEM.
Philippa Styles, CQC Head of Urgent and Emergency Care.
Michael Tilby, CQC Clinical Fellow, Hospitals.
Janet Williamson, CQC Deputy Chief Inspector, Primary Medical Services & Integrated Care.
Margaret’s Story contributors
Sarah Bessant, Paramedic, West Midlands Ambulance Service NHS Trust.
Professor Andrew Lockey, Emergency Medicine Consultant, Calderdale and Huddersfield NHS Trust.
Kerry Parker, Head of Professional Care Services at EveryDay Care & Support.
Kirsty Smith, Emergency Medicine Nurse, Senior Sister, Cambridge University Hospital Foundation Trust.