NHS 111 UTC and MIU Findings Report 2026
Between January and March 2026, Healthwatch Warwickshire asked people for their recent experiences of using NHS 111 services, Urgent Treatment Centres (UTC), and Minor injuries Units (MIU). Through in-person engagement across the county, and on our website and social media channels, we received 230 responses to our survey.
People across Warwickshire told us they:
•Have a strong appreciation for caring and professional staff.
•Find long waits and delays frustrating, especially when they are not communicated in advance.
•Are sometimes confused as to which services are most appropriate for different circumstances.
77% of people who told us about their satisfaction with NHS 111 services, responded positively.
We heard NHS 111 services could improve experiences for patients by supporting staff to:
•Use effective listening skills and speak to callers with empathy, when using scripted triage.
•Ensure more vulnerable callers are treated appropriately.
•Use relevant local knowledge to give clear information about appropriate services.
79% of people who told us about their satisfaction with Urgent Treatment Centres/Minor Injuries Units, responded positively.
People told us their experiences of Urgent Treatment Centres/Minor Injuries Units, could improve by:
•Communicating expected wait times in a clear and transparent way.
•Increasing doctor led capacity at Hospital of St Cross, Urgent Treatment Centre, Rugby.
•Expansion of opening hours at Stratford-upon-Avon Minor Injuries Unit.
Our report includes responses to the findings from University Hospitals Coventry and Warwickshire NHS Trust (UHCW), George Eliot Hospital NHS Trust(GEH) and South Warwickshire University NHS Foundation Trust (SWFT)
Read the full report here
HWW Report: NHS 111, UTC and MIU 2026
