March 2023 edition

More than 40% of patients who present to emergency departments in Western Sydney are identified in triage as semi-urgent or non-urgent.

The Western Sydney Care Collective use a partnership approach to ensure that outcome-focused, patient-centred healthcare is provided at the right time and in the right place. It aims to deliver urgent care services to reduce low acuity conditions by 15% over three years. 
More than 40% of patients that present to emergency departments (EDs) in Western Sydney are classified as triage category 4 and 5. These types of semi-urgent and non-urgent presentations are now receiving treatment in locations other than an emergency department. 

With the support of Collaborative Commissioning, Western Sydney’s Value Based Urgent Care program aims to deliver urgent care services, to reduce low acuity conditions by 15% over three years and provide timely care across the community.  

The partnership between Western Sydney Primary Health Network and Western Sydney Local Health District has developed an innovative approach that is based on primary care. It aims to alleviate the pressure on emergency departments by equipping general practices with the resources to provide urgent care to patients needing treatment for non-life-threatening conditions, without any cost to the patient.  

“The new partnership will strengthen existing achievements in integrating care in the Western Sydney region. It’s great to see our region leading the charge on this whole-of-system approach that will ensure patients get the right care, in the right place, at the right time.” 

Ray Messom, Chief Executive Officer, WentWest
These urgent care services are well-equipped to handle conditions such as sprains, broken bones, wounds, insect bites and minor ear and eye problems.  

Since July 2022 the services have assessed and treated 1,488 patients with an average waiting time of 26 minutes and an average time at service of 54 minutes. Patient reported experience measures (PREMs) also help to evaluate the urgent care services. To date 282 patients have responded, with 96% reporting a very good or good patient experience.  

The new pathways make available a dedicated urgent care line to triage, access and seamlessly connect patients to an urgent care service where appropriate, making services accessible to patients with urgent care needs and enabling faster access to hospital-based services and follow-up care. 

The urgent care line has been live for almost seven months with a significant increase in calls over the Christmas and New Year holiday period. This increase was largely due to a wide-ranging marketing campaign that raised awareness across the community and involved strong collaboration with local emergency departments. 

The Western Sydney Care Collective continues to demonstrate a whole-of-system approach to ensure that healthcare is outcome-focused, patient-centred, and provided at the right time, in the right place. 
Current as at: Thursday 2 March 2023
Contact page owner: Strategic Reform and Planning