The Care Quality Commission’s Urgent and Emergency Care Survey 2024 reveals the emergency department (ED) crisis – including delays to ambulances handing over patients to ED staff with 28% waiting for more than one hour to be assessed as well as 47%. However, 38% of respondents who attended an ED rated their overall experience as nine or higher out of ten, and 80% of urgent treatment centre respondents felt staff ‘definitely’ listened to them and 76% said they ‘definitely’ had enough time to discuss their condition and treatment.