Emergency department (ED) overcrowding is a global public health concern, and is associated with poor patient outcomes and high medical care costs. In Australia, the number of ED presentations has been rising since the early 2000s. While UCCs have been introduced in many countries, including Australia,10 their effectiveness and impact on health care costs are unclear.

This article provides a scoping review of qualitative and quantitative studies that examined the impact of urgent care centres (UCCs) on the numbers of presentations to EDs, their costs, and the experiences and views of patients and practitioners regarding UCCs as alternative sources of health care and advice. The study broadly defines a UCC as a primary care-based facility or model of care for people with low acuity conditions.

It concludes that UCCs, especially walk‐in and after‐hours clinics, can help reduce the number of ED presentations and reduce health care costs. 

Key findings

• The effect of urgent care centres on ED presentation numbers was mixed.
• Continuity of care was a concern for both clinicians and patients.
• Patient satisfaction with UCCs is high, but public health education could guide people to appropriate care for non‐urgent health problems.
• Reasons for people choosing UCCs included easier access and the unavailability of doctors or appointments elsewhere.
• Clinicians reported increased workload, mixed experiences with the coordination of care, concerns about unregistered or undocumented people using the services, and protocol confusion.