Aim Assess the understanding of ambulatory emergency care between health care professionals and patients, in-line with ambulatory emergency care guide published by NHS Improvement June 2018. Also to highlight the teamwork, leadership and the bespoke improvements carried out to improve the service.

Methods A survey data collection with two separate questionnaires; one for patients with 4 questions, and another for healthcare professionals with 6 questions. Questionnaire forms were handed to patients who were waiting to be seen in Ambulatory Emergency Centre (AEC), also some healthcare professionals including GPs around Medway area, MedOCC, nursing staff and different grade doctors at Medway Hospital over the period of May 2019. Similar survey was carried out after 6 months of the improvement.

Results The initial survey showed misconception of the AEC services. Patients’ survey showed 49% considered AEC as an outpatient clinic, 53% expected to stay less than one hour in AEC. Initial healthcare professionals’ survey showed that 11% thought that patients with NEWS score 5 could be seen in AEC, More than half (65%) were unaware of the AEC service. After the implementation of improvements and change the name of the service to Same Day Emergency Centre (SDEC), a second survey was carried out that showed improvement in patients’ conception of SDEC services with only 1% considered SDEC as walk in clinic, 84% expected to stay less than 24 hours at SDEC. The second healthcare professionals’ survey also showed great improvement with 92% of professionals knew the services provided by SDEC, and all healthcare professionals knew the referral criteria and the referral system.

Conclusions Team work is the key to make a change happens, and leadership is important factor for success. Response to issues regarding patients’ safety is required from healthcare professionals to improve the service provided.