During 2021-22, Healthcare Improvement Scotland, Scottish Government, NHS 24, Police Scotland, and
the Scottish Ambulance Service conducted a design investigation validated by user research on
people’s experiences and journey through unscheduled care. Rethinking Unscheduled Care: A design
investigation into people's experiences and journey through unscheduled care adds to the evidence
base of how people experience the existing system. This companion piece considers these findings
through a strategic planning lens and identifies actionable learning insights for the design and delivery
of unscheduled care services.