The UTC treats all minor illnesses and injuries requiring immediate care, where patients do not need care in an A&E department. The UTC is not an alternative to your GP Practice, which should usually be contacted first. If you are not currently registered with a GP our reception staff can give you information on how to register with a GP practice.

After booking in at reception you are assessed by a nurse and given a priority depending on the seriousness of the illness or injury. Our clinical assessment may suggest that you do not need further treatment at the UTC with your needs being more appropriately met by another service. In this case our staff will redirect you accordingly.

The UTC will be GP-led and from 1st April 2020 it will be provided by NICS a GP Federation in North West Surrey, which consists of 38 GP practices who work together for the benefit of patients.

You will then be seen by an Emergency Nurse Practitioner (ENP), Emergency Care Practitioner (ECP) or a Doctor for examination and treatment. It is sometimes necessary to refer you on to the Emergency Department or a specialist clinician within St Peter's Hospital or to another hospital.

Waiting times in the UTC can vary depending on the time of day and the number of patients in the department. Weekends and evenings are the busiest times making waits longer.

All patients are seen broadly in order of arrival. However you may see someone who arrived after you being seen before you. This will be for one of the following reasons:

• they are an urgent case
• they called 111 and following assessment were given an appointment time in the UTC
• the clinician that needs to treat your condition has a longer queue than other clinicians treating other conditions (e.g. a young person with an injury is likely to be treated by a different clinician to an elderly person with an illness, and the waiting times can be different).

It is difficult to predict exactly how long you will have to wait, as some patients take longer to assess and treat than others. Please ask the reception staff if you would like an approximate waiting time. Please try not to disturb the streaming nurse whilst they are working.

If you decide to leave without treatment please inform the reception so we can advise you appropriately. We will do our best to see and treat you as quickly as possible, but please be aware that the national waiting time target for UTCs and A&Es is within 4 hours.

If you would like someone to be with you whilst you are being examined please let the receptionist, doctor or nurse know and this will be arranged for you.

Where a further appointment is required, for most conditions this will be done by your GP. In some cases specialist follow up is necessary, for example in Fracture Clinic. Your doctor or nurse will explain any further appointments before you leave the UTC.

We understand that attending hospital can be a worrying time and having the support of family or friends may be important to you. However we ask for a maximum of two people accompanying each patient, to avoid over-crowding of the waiting room. Your co-operation with this is much appreciated.

All hot drinks must have a lid on for safety reasons. There is a shop and café in the main reception of the hospital, or vending machines in the ED waiting room across the zebra crossing.

If you leave the department please inform the receptionist and return promptly in case you are called quicker than expected.

We collect and hold your personal information in line with current laws and regulations. We will share information with other care professionals directly involved in your ongoing care. If you have concerns about how we share your personal information please raise these with the UTC doctor or nurse who treats you.

If you remain concerned after you or your child has been seen by the doctor or nurse please ask to speak with the shift lead; they will review your case with you and take any action as appropriate.

The UTC service is provided by NICS GP Federation.

We welcome your feedback. If you are unhappy with any aspect of your visit please speak to the nurse in charge in the first instance who may be able to resolve your complaint immediately.

Feedback can be made on a 'friends and family' card which is available in the waiting room, or alternatively if you wish to make a complaint or give a compliment please email the Service Manager at This email address is being protected from spambots. You need JavaScript enabled to view it. or alternatively you can write to the following address:

Urgent Treatment Centre,
NICS GP Federation
St Peter's Hospital
Guildford Road
Chertsey
Surrey KT16 0PZ

The UTC at St Peter’s Hospital will be open from 8am – 12am, every day, 365 days a year.

UTCs are an alternative to A&E for both children and adults.

UTCs provide treatment for minor injuries and illnesses that are urgent but not life threatening.

UTCs are GP-led, open at least 12 hours a day, every day, and are equipped to diagnose and deal with many of the most common ailments people attend A&E for.

The UTC treats all minor illnesses and injuries requiring immediate care, where patients do not need care in an A&E department.

If you need care urgently the steps below describe what action you should take and the care you will receive.

• Call NHS 111 - this is staffed 24 hours a day, 7 days a week by fully trained advisors. They will ask questions to assess your symptoms and depending on your needs they will:
  • give you self-care advice
  • connect you to a nurse, GP or emergency dentist
  • book you a face-to-face appointment (which could be at the UTC)
  • direct you to the local service that can help you best with your concern (which could be the UTC)
  • send an ambulance directly, if necessary
• If you need to be seen at the UTC, NHS 111 can book you an appointment – helping to avoid long waits that can happen when you just walk-in
• You can also ‘walk-in’ to the UTC without an appointment
• When you attend the UTC you will be assessed by a nurse upon arrival
• After initial assessment you will be directed to the most appropriate service

• The UTC is open from 8am in the morning until 12am at night every day of the week.
• If you call NHS 111 and they advise you to be seen at the UTC, an appointment can be booked for you to help avoid long waits.
• It will be easier to get the right help in the right place when you need care urgently

UTCs are being rolled out nationally, in line with best practice, and St Peter’s Hospital is in the first wave of Trusts to transition over to this new model.

The UTC model aims to standardise a confusing range of options for patients – e.g. walk-in centres, urgent care centres, minor injury units - and simplify the system so patients know where to go and are clear which services are on offer where.