Medical stethoscope twisted in heart shape

Share your experiences of urgent and emergency care

Project title: Urgent and Emergency Care Survey 2020
Lead researcher: Samantha Guymer at Picker, on behalf of CQC

What are we doing?
Picker, an independent health and social care research charity, has been commissioned by the Care Quality Commission (CQC), to develop a new questionnaire to understand and improve patient experiences of urgent and emergency care in England. We need some help testing the questions to check they are relevant and easy to understand.

What will this involve?
To help develop the survey, Picker is holding a series of informal, one-to-one phone or video-telephony interviews to collate information by exploring the views and experiences of recent urgent and emergency care users.

The interviews will last for up to 60 minutes and participants will be given a £40 ‘Love to shop’ or ‘Amazon’ voucher as a thank you. They will be conducted at a time convenient for you during June or July 2020. The interview will be audio-recorded and responses typed up.

Who can take part?
We want to speak to anybody aged 16 or over who has been to A&E or an Urgent Treatment Centre, Urgent Care Centre, or Minor Injuries Unit in England in the last 6 months.

How can I take part?
To register your interest to take part please contact us using one of the following methods:

  • Complete the ‘contact us’ form on the right of this web page
  • Email us at stating ‘urgent and emergency care interview’ in your email.
  • Or call the survey team at Picker on 01865 208127

Do I have to take part?

  • No – participation is voluntary, it is up to you whether or not to take part.
  • You can decide not to take part at any time – even after it has started, without giving a reason.
  • Whether or not you decide to take part will not affect the care you receive now or in the future, in any way.

Would my participation in this study be kept confidential?

  • Yes – any information or comments you provide during the call will be kept entirely confidential. Care providers will not know who takes part.
  • No identifying information (such as your name, or the names of healthcare staff) will be recorded.
  • You will be asked to sign and complete a consent form that will be used only by researchers to confirm you have agreed to take part.

What will happen to the information that I share?
The information that you share will be used to inform the development of a new questionnaire for the Urgent and Emergency Care Survey. The survey will be used by CQC and NHS trusts to understand and improve patient experiences of urgent and emergency care. The audio files will be password protected and only accessible to the project team at Picker.

CQC and Picker comply with the General Data Protection Regulation (GDPR). Picker also complies with the Market Research Society’s (MRS) Code of Conduct by maintaining certifications from the International Standardisation of Organisations. Any sensitive or confidential material is stored securely in line with our data protection policy.

All recordings from the interviews will be kept for six months, or until the research is complete. After this, the recordings are securely destroyed. Participants who agree to share this information will be advised that their information will be deleted within 2 weeks of completion of the development of the survey unless they request deletion sooner.

Who is organising the research?
The Care Quality Commission (CQC) is the independent regulator of health and adult social care in England. They make sure that health and social care services provide people with safe, effective, compassionate, high-quality care and they encourage care services to improve. You can find out more about CQC’s work on its website:

Contact Details
If you have any questions about the research, before or after the interview please do not hesitate to get in touch with the following contacts at Picker:
• Samantha Guymer, 01865 208133,
• Sarah Alia,

Privacy Notice
CQC’s Privacy Notice ( describes how CQC use personal data and explains how you can contact us and invoke your rights as a data subject.

Picker’s Privacy Notice ( provides information on who we are, how and why we collect and use personal information, your rights in relation to your personal information and how to contact us and supervisory authorities in the event you have a question or complaint concerning the use of your personal information.

We will process your information in accordance with the requirements of GDPR and the Data Protection Act 2018.

If you have any questions or concerns, please contact the CQC or Picker patient surveys team: or

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