Integrated Care 24 (IC24) and Norfolk and Waveney Integrated Care Board (ICB) are celebrating a major achievement after winning the Best Contribution to the Improvement of Urgent and Emergency Care at last night’s HSJ Partnership Awards. This prestigious award recognises the groundbreaking work on the Unscheduled Care Coordination Hub (UCCH), an initiative that has significantly transformed emergency care response in the region.

The Norfolk and Waveney Unscheduled Care Coordination Hub (UCCH) is a pioneering initiative designed to enhance urgent and emergency care by integrating multidisciplinary teams to provide timely and appropriate responses to 999 calls. By reviewing ambulance dispatches and coordinating alternative care pathways, the UCCH enables patients to receive the right care, in the right place, at the right time.

Since its launch in September 2023 more patients are now receiving care at home, reducing unnecessary hospital admissions and alleviating pressure on emergency departments, which has ultimately improved overall patient outcomes. The hub fosters collaboration across health and social care, ensuring coordinated and efficient patient care that benefits both patients and the wider healthcare system.

The success of the UCCH demonstrates how integrated working and innovation can directly improve patient experiences while increasing the efficiency of emergency care services.

A proud Dr. Tim Merchant, Interim Medical Director for Integrated Urgent Care, said:

"We are absolutely delighted to have won the HSJ Award in the ‘Best Contribution to Urgent and Emergency Care’ category. This is a huge achievement for us at IC24.

We are immensely proud of our frontline clinicians, service coordinators, and operational team members who work alongside the UCCH MDT team to deliver this amazing service for our patients, as well as the wider IC24 team who work hard behind the scenes to ensure the hub operates effectively.

We are incredibly proud of this collaborative innovation and the opportunity to work alongside our partners at EEAST Ambulance Trust, NCHC, Norfolk ICB, and the council.

We look forward to continuing to build our unscheduled care offering across IC24 in the coming months.”

This award is also a proud moment for CLEO Systems, whose patient management system, CLEO CORE, underpins the operations of the UCCH. CLEO CORE supports the clinical triage and navigation of patients to ensure they receive the most appropriate care. The system plays a vital role in facilitating real-time coordination and communication between healthcare teams, streamlining referrals, and ensuring timely interventions.

The HSJ Partnership Awards are highly competitive, with a rigorous judging process made up of a diverse panel of 70+ highly influential and respected figures within the healthcare community. All finalists and winners were judged against 5 clear criteria: ambition; outcome; spread; value and involvement (including details of how relevant staff, patients and partnerships worked together to realise the success).

With 23 separate categories this year, the winners were announced during a ceremony held at Evolution London, on 20 March 2025, hosted by Rachel Parris and Marcus Brigstocke. The event was attended by representatives from the NHS, and both the private and third sector as well as key players from non-clinical backgrounds, all coming together to celebrate the importance of positive partnerships and acknowledging how these underpin the future sustainability of the NHS.

IC24 extend their gratitude to the dedicated teams, partners, and stakeholders who have contributed to the success of this initiative. This recognition is not just a celebration of past achievements but also a motivator for continued innovation in urgent and emergency care services.

HSJ Partnership Award winners are automatically shortlisted for the wider HSJ Awards programme –providing a second chance to win, and even greater exposure.

Winning this award is a testament to the dedication and expertise of the teams involved. It also reinforces the importance of collaboration in driving healthcare transformation.

The full list of Winners and those Highly Commended for the 2025 HSJ Partnership Awards can be found here.