For Professionals


For Professionals

Urgent Care Plan Programme – September Newsletter

Key Points

  • The UCP Helpdesk have provided support to 1,157 users and the number of new queries is decreasing.
  • Users have fed back suggestions for improvement; however users reported that they like the flow and design of the UCP and would recommend it to a colleague.
  • A number of improvements and fixes have been made to the UCP and integrations since go-live.
  • The UCP Programme will be planning Phase 2 of the programme in September, which will include new template development, further integrations, dashboard functionality and a patient portal.
  • Aggregate data reports will be available in October.

Go-live activity

  • Since the UCP has gone live, the UCP Helpdesk received 1,157 queries from users; 904 of these have been solved.
  • 150 tickets relating to GP integration have been raised and escalated to Better, our digital supplier. 124 of these tickets have been solved; 26 tickets remain unsolved and are under investigation by our colleagues at Better.

In our last newsletter we asked you for feedback regarding your initial impressions of the UCP. Here’s what we learned:

  • Accessing the UCP:
    • TPP SystmOne (Valida) users rated their access route as ‘extremely easy’; users said “The in-context link is great”.
    • London Care Record users rated theirs as ‘Somewhat easy’ and said “It is now much easier to have just one set of credentials for access.”
    • EMIS (Valida) users rated theirs as ‘extremely difficult’ and described the difficulty with EMAS configuration. The UCP team are continuing to run regular sessions to support users with setting up Valida.
  • Users were very likely to recommend the UCP to a colleague (rating 7.5 out of 10); users said that “it flows nicely to support conversation” and they liked that “you can complete the plan in sections” and they liked the summary view.
  • Users rated the design and flow of the UCP (after gaining access) as ‘Extremely user friend’ (25%), ‘Somewhat user friendly’ (50%), ‘Neutral’ (13%) and ‘Not user friendly’ (13%).

Users fed back to us suggestions for improvement, including that they wanted to see import/export of medications and that they wanted to create lists. The majority of the suggestions for improvement have either been fixed or improved, and the remaining suggestions are part of our Phase 2 developments.

What have we been working on since go-live?

  • New training videos have been released, which show that a person’s death is automatically recorded, and how to ‘Add new citizen’.
  • The speed of access to the UCP via the London Care Record (Cerner HIE) for systems using Internet Explorer 11 has been addressed.
  • London Ambulance Service is receiving data needed to flag urgent care plans in their Computer Aided Dispatch system.
  • London Care Record (Cerner HIE) users are now able to add name and organisation manually, as this information is not currently passed on to the UCP.
  • The red patient banner is removed in the London Care Record when care plans are withdrawn.
  • Resolved issue relating to downloading an attachment from non-HSCN.
  • Improved the process when an Urgent Care user launches UCP, so it is clear when no care plan exists for that citizen.
  • Users can select a main diagnosis when ‘Other’ category is selected.
  • Improvements to UCP Web Portal search functionality, enabling users to search for patients by entering NHS numbers with or without spaces.

We would like to thank the numerous IT teams and users who have reported teething issues and worked with us to resolve them. Our service team have seen a significant decrease in number of queries and issues since the UCP has launched. If you are experiencing an issue or have a query, please use the contact form on our Contact Us page.

What next? 

The UCP Programme will begin planning and prioritising work for Phase 2 of the programme in mid-September. This will include:

  • Patient portal: Engagement with patient groups will begin towards the end of September to develop a specification for a patient portal. The UCP team are committed to ensuring that patient and carer needs are across different groups of care and demographics are considered in the design. If you know of patients, carers, or patient representatives who would be interested in supporting this, please contact
  • Dashboarding functionality: Users accessing via the UCP portal will have the ability to create worklists and dashboards. We will consult our user group to ensure that the dashboard design is informed by user needs.
  • New templates: Whilst the focus of the UCP has been primarily on urgent and end of life care, the UCP system has the ability to develop new templates for patients with other health conditions, such as frailty, diabetes and asthma. Before new templates can be designed, a governance framework will be shared to advise on the pan-London governance and design process.  
  • Digital developments: The UCP currently provides access via EMIS, TPP SystmOne, Cleric ePCR, and Adastra. The aim is to integrate with other patient record systems so that more users will be alerted to the existence of a care plan or be able to start a new care plan without navigating to a new system.

Data Reporting and Business Intelligence

We expect to provide an aggregate activity report for the first month’s utilisation at the beginning of October. 

In the longer term, we plan to provide data similar to the previous ‘CMC Commissioner Extract Report’.  This will include number of patients with a care plan, viewing of care plans and achievement of preferred place of death.  It will be possible for this data to be accessed by BI teams to enable care plan information to contribute to local and regional dashboards. To enable this data feed, ICSs need to implement the UCP BI DPIA. We are currently working with ICS IG leads to get these approvals in place. This granular reporting can only commence once the necessary IG arrangements have been implemented for each ICS.

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