Topic: Urgent care

Two years and more than 9,000 patients later, Gregory Hills Urgent Care Service (UCS) is still making a positive impact on the health outcomes of our community, ensuring more convenient and faster access to care for urgent, non life-threatening conditions.

State Health Minister Ryan Park and Camden MP Sally Quinnell first visited the site together in May 2024. 

They returned today (Wednesday, 4 March) to tour the facility and hear first-hand from the Urgent Care team about the types of presentations they see.

SWSPHN Primary Care Workforce Manager Bianca Walsh, South Western Sydney Local Health District Chief Executive Sonia Marshall, and My Family Health Gregory Hills’ Practice Manager Waheed Akhtar and GP, Dr Sammy Isaac, joined the tour and the meet and greet with staff.

SWSPHN commissions Gregory Hills UCS with NSW Ministry of Health funding, to reduce pressure on hospital emergency departments (ED).

UCSs provide patients with timely treatment for urgent illnesses or injuries, including: minor cuts, sprains or suspected fractures, sports injuries, ​minor infections, insect or animal bites, cough, cold or flu, mild asthma attacks or earaches.

Since opening in February 2024, a total of 9,204 total unique patients and an average of about 500 patients a month, have received care at Gregory Hills UCS. 

In the past two years:  

• 3,930 patients have reported they would have otherwise gone to their local ED 
• 1,433 (15.6 per cent) attended for acute injuries 
• 4,276 (46.5 per cent) attended for acute illness 

The highest volume of presentations are in the after-hours period, between 4pm and 8pm when a patient’s usual GP is closed. 

Feedback from patients on Gregory Hills Urgent Care Service  

A mother whose child had an asthma flare-up thanked staff for their “quick help”, noting she had “literally run into the clinic”.  

A wife expressed appreciation after her husband, who arrived early in the morning in severe pain, was promptly assessed, treated and observed.  

A grandmother whose grandchild fell off a bike said, “You guys are amazing … otherwise we would have been sitting in ED for hours”.  

The daughter of an elderly patient described the service as “so convenient”.  

A parent said: “It was so easy to see UCS nurses and doctors – so helpful,” after their child was injured at school.  

A parent referred late in the evening by Healthdirect shared: “I never knew about this service … I am so grateful to get urgent help”.  

Another parent praised the rapid clinical response for their son’s head injury, describing it as highly reassuring compared to ED wait times. 

Gregory Hills UCS is open seven days a week (including public holidays) from 8am to 8pm.

Treatment is free for all Medicare eligible card holders.  

Residents can access the service by calling Healthdirect anytime on 1800 022 222. 

For more information about Urgent Care in South Western Sydney, visit the SWSPHN website.

 

Main picture above: 

L-R Dr Atifa Khan, Sonia Marshall, Dr Sami Isaac, Ryan Park, Sally Quinnell, Waheed Akhtar and Bianca Walsh. 

Access to timely treatment for urgent, non-life-threatening conditions, has expanded with the funding of the new Austral Medicare Urgent Care Clinic (UCC).

Austral UCC opened at 8 Landaise Road, Austral this week.

The free (bulk-billed) service, delivered by ForHealth which also operates the Campbelltown, Bankstown and Fairfield Medicare UCCs, will provide access to immediate medical care for extended hours.

It is the sixth Urgent Care site in South Western Sydney, with others operating at Campbelltown, Bankstown, Fairfield, Liverpool and Gregory Hills.

Assistant Minister for Mental Health and Suicide Prevention, Emma McBride, and Werriwa MP Anne Stanley (pictured) today toured the facility and met onsite with ForHealth Director NSW/ACT Medical Centres, Mark Buckley, and Austral UCC staff.

Urgent Care Clinics are funded by the Department of Health, Disability and Ageing.

Urgent Care aims to complement the role of GPs by providing short-term, episodic care for acute health conditions which do not require hospital emergency department attention.

It provides care for non-life-threatening conditions like minor illnesses and injuries including coughs, stomach bugs, urinary infections, small fractures, cuts and burns.

Urgent Care also has access to blood tests and x-rays, either on site or nearby.

South Western Sydney PHN (SWSPHN) Acting Chief Executive Officer, Amy Prince, said Urgent Care was a safe and reliable option for locals, with more than 30,000 patients accessing care across our region in the last financial year.

Of these, almost 40 per cent of patients reported they would have gone to the hospital emergency department if Urgent Care wasn’t available to them.

“Our community has clearly embraced Urgent Care, finding services easy to access with much shorter waiting times – usually 15 to 40 minutes – than at a busy emergency department

“The clinics are staffed by experienced and compassionate medical professionals who provide safe, inclusive and accessible care for everyone, including Aboriginal and Torres Strait Islander communities, people from culturally and linguistically diverse (CALD) backgrounds, and those living with disabilities,” Ms Prince said.

“Another important feature of Urgent Care is that it ensures continuity of care by providing patients with a discharge summary for their regular GP, including any test results. Patients are also encouraged to book any follow up care needed with their regular GP.”

Ms Prince said SWSPHN welcomed the opportunity to continue supporting Urgent Care as it became more widely available to patients across our region.

“We’re looking forward to again partnering with ForHealth to deliver a service which meets the needs of our community,” she said.

Austral UCC will be open from 8am until late, seven days a week, including public holidays. Walk-ins are welcome and no appointment is necessary.

Find out about local Urgent Care Clinics on the SWSPHN website.

Find out more about Urgent Care on the Department of Health, Disability and Ageing website.

 

As an experienced paramedic Joseph Wood is used to being on the frontline of healthcare. Now Mr Wood is bringing that experience to Bankstown Medicare Urgent Care Clinic as a full-time member of the team.

Mr Wood started work at the clinic in October as part of a collaborative effort between the Australasian College of Paramedicine, SWSPHN and Coordinare PHN.

The first of its kind, this move marks a significant step in recognising the vital role paramedics play in multidisciplinary team-based care in an Urgent Care setting, bringing extensive training in emergency and acute care, rapid triage and assessment. It’s hoped many more such appointments will follow.

Originally training in the United Kingdom, Mr Wood has been a paramedic for eight years, making the move to Australia in 2020.

He explains: “While finishing school, I realised I had a passion to pursue something with real purpose and the ability to make a difference. I had spent a lot of time with paramedics during my years volunteering, and when it came to choosing my university degree, paramedicine seemed like the obvious option”.

In the UK he worked for the South East Coast Ambulance Service in the National Health Service. After arriving in Australia, he gained experience with NSW Ambulance and St John Ambulance NSW before making the move to Urgent Care.

Mr Wood said as a paramedic he valued being able to help people when they’re unwell or unsure of what’s happening.

“Offering reassurance and clear care in those moments feels meaningful,” he said. “Whether working independently, or in a team, making a genuine difference is incredibly rewarding, and most people are grateful for the care we provide. I also enjoy the balance of autonomy and teamwork the role offers.”

And the challenges?

“They tend to come from workload pressures, long shifts and staffing shortages, which are fairly consistent issues across the system,” Mr Wood said. “And occasionally you do encounter difficult or confrontational situations, which can make the job more demanding.”

The experienced professional said the role at the Urgent Care Clinic appealed to him because he wanted to refine his clinical assessment skills and have more time to work through a patient’s presentation, rather than needing to make rapid decisions on the road.

“’The clinic also offers the chance to develop new hands-on skills such as suturing, plastering and minor injury management. It’s a great balance. I get to use the experience I already have while expanding my clinical toolkit,” Mr Wood said.

He said the paramedic role “fits nicely” between the clinic’s nursing and medical roles.

“We’re used to working with undifferentiated patients – meaning they come in without a diagnosis – and figuring things out from scratch. That really supports the flow of the clinic and helps people get timely, appropriate care. Paramedics are trained to assess patients quickly, recognise red flags, and make confident decisions under pressure.

“I think those skills are particularly valuable in a busy Urgent Care environment. And when a patient arrives unexpectedly unwell, having someone comfortable in high-acuity situations can be extremely useful.”

Mr Wood said he also enjoyed the change in pace offered by the work at the Urgent Care Clinic.

“On the road, you may only see six to eight patients in a shift, whereas in Urgent Care you may see 15 to 30,” he said. “But in the clinic, there’s more opportunity to assess thoroughly, treat and follow through. There’s also closer collaboration with GPs and nurses, and more space to develop new skills, which I really enjoy.”

So what would he say to other paramedics who might be considering taking on a similar role at an Urgent Care Clinic?

“I’d say give it a go. It’s a great way to expand your clinical skills, get experience in a different side of healthcare and enjoy a steadier pace compared to frontline emergency work. Also, no night shifts!”

 

---

This article appeared in Practice Pulse on Wednesday, 3 December 2025. If you are a GP, practice nurse or practice manager in South Western Sydney and do not get the weekly Practice Pulse email, speak to your Practice Support Officer.

SWSPHN Acting Chief Executive Officer, Amy Prince, joined other stakeholders, including Assistant Minister for Mental Health and Suicide Prevention, Emma McBride, and Macarthur MP, Dr Michael Freelander MP, on a visit to the new Campbelltown Medicare Mental Health Centre site on 12 August.

SWSPHN has commissioned Grand Pacific Health and its partners Odyssey House, Relationships Australia and Tharawal Aboriginal Corporation, to operate the Campbelltown centre which will open later this year, providing free, immediate and accessible mental health support for the local community.

Partner organisation leaders, including Relationships Australia NSW CEO, Elisabeth Shaw, Odyssey House NSW Executive Director, David Kelly, were also on hand to see the progress of the site’s fit-out.

The visit gave the Grand Pacific Health team, CEO Adam Philips, CFO Bernie Cox, Campbelltown Service Manager Rachel Silm and Executive General Manager, Older Persons and Strategic Growth, Kellie Kembrey, the opportunity to showcase the space and share their vision for the service.

Find out more about Medicare Mental Health Centres.

If your practice is not open over the Easter long weekend, please encourage your patients to visit an Urgent Care centre instead of their local emergency department with their urgent, non-life-threatening conditions.

Urgent Care Centres in South Western Sydney will be open from 8am to late, seven days a week over this period, at Campbelltown, Fairfield, Bankstown, Liverpool and Gregory Hills. To seek Urgent Care you can contact the 24 hour health advice service, healthdirect on 1800 022 222. Walk-ins are welcome.

Dr Bishoy Marcus is a GP at the Liverpool Medicare Urgent Care Clinic.

He spoke to SWSPHN about the services Urgent Care provides. 

---

Urgent Care is not a “substitute for a patient’s regular GP” but rather an alternative for patients needing immediate medical attention when their GP is unavailable.  

Dr Bishoy Marcus, from Liverpool Medicare Urgent Care Clinic, says the sites are equipped to provide care for a diverse range of conditions, including on occasions when the patient’s regular GP lacked the necessary equipment in their own clinics. 

“We always give patients a discharge summary with their GP’s name on it and share any test results with their doctor to facilitate ongoing care,” he said. 

“If we send a patient for a test, we advise them to book with their GP immediately. Follow-up care with a general practitioner is essential to ensure continuity of treatment.” 

Dr Marcus expressed the need for a strong relationship between Urgent Care sites and GPs to ensure seamless patient care, saying effective communication between Urgent Care sites and general practices helped to maintain the quality and consistency of medical treatment. 

“Some GPs are already referring patients to Urgent Care for specific procedures, such as cast removals, when they lack the necessary equipment in their own clinics,” he said. 

Dr Marcus also highlighted the increasing demand for accessible, immediate healthcare options to support both patients and GPs. 

“As the healthcare system continues to evolve, Urgent Care will play an increasing role in supporting GPs and easing the demand for medical services,” he said. 

“Urgent Care sites give people a quick and easy way to get the help they need while still staying connected with their regular GP. 

“By improving communication and ensuring patients understand their options, Urgent Care sites can work well alongside GPs to provide well-rounded care.” 

Visit our website to see Urgent Care sites in South Western Sydney. 

 

Photo caption: Dr Bishoy Marcus from Liverpool Medicare Urgent Care Clinic, speaks about the important role of Urgent Care in supporting GPs and patients.