New resource and webinar - Rethinking Unscheduled Care: Strategic Planning Considerations

The reasons why people access unscheduled care tells us how to sustainably relieve pressure on it. Addressing people's needs in the right place can reduce failure demand. It is also likely to relieve more pressure on unscheduled care compared to making incremental changes to the way it is delivered. Turning this rhetoric into action requires a new strategic direction for unscheduled care.

During 2021-22, Healthcare Improvement Scotland, Scottish Government, NHS 24, Police Scotland, and the Scottish Ambulance Service conducted a design investigation validated by user research on people’s experiences and journey through unscheduled care to add to the evidence base of how people experience the existing system.

The Strategic Planning for Redesign Portfolio within the ihub has considered these findings through a strategic planning lens to produce this companion resource, including actionable learning insights.

Read the strategic planning resource to learn:

  • why people access unscheduled care and the implications for planning
  • how to address failure demand by taking a whole systems approach to manage the need and demand for unscheduled care
  • where we need to shift the focus of unscheduled care improvement to
  • the need to take a different approach to address the root causes of the challenges faced and not the symptoms.


Access and download the report summary.

Access and download the full report.


Join our webinar

On 30 August we will explore these insights as well as the enablers and barriers for implementation and consider next steps for policy, practice and planning.

This session will take place virtually on MS Teams.

Register to attend.


Contact us if you have any questions at