British Red Cross Launches New Emergency Department Support Scheme in Shropshire, Telford and Wrekin

As part of the region’s Urgent and Emergency Care Winter Preparedness Initiative, NHS Shropshire, Telford and Wrekin is pleased to announce the launch of a new British Red Cross Emergency Department Support Scheme, which began operating in January 2026.

Last winter, the British Red Cross delivered the Assisted Discharge Scheme, helping patients leave hospital safely from discharge lounges with transport home and short-term aftercare. This year, the organisation returns with a new service focused on providing emotional and practical support within Emergency Departments (A&E) at Royal Shrewsbury Hospital and Princess Royal Hospital, Telford. The aim is to support patients and their families during what can often be a stressful and overwhelming time, while also easing pressure on NHS staff.

Nationally, Emergency Departments (A&Es) continue to face significant challenges, including high patient volumes, lengthy waits, and stretched staff capacity. By offering non-clinical support, the British Red Cross helps improve patient flow, reduce inappropriate use of emergency services, and free up NHS staff to focus on clinical care. Their presence also makes a tangible difference to patient experience, providing comfort items such as blankets, food and drinks, and liaising with healthcare professionals to keep patients and carers informed.

Feedback from NHS staff highlights the impact of this partnership: 77% said the British Red Cross made a significant contribution to improving patient flow and reducing delays, while 87% felt the service freed up NHS staff and improved their wellbeing.

Phil Smith, Chief Delivery Officer of the Integrated Care Board (ICB) Cluster for NHS Shropshire, Telford and Wrekin and NHS Staffordshire and Stoke-on-Trent, said:

“This scheme is a brilliant example of compassionate, person-centred care. It helps patients feel supported beyond the hospital doors and reduces pressure on our clinical teams. Its return this winter is a testament to its impact last year, and we’re proud to be working with the British Red Cross again.”

Jo Williams, Group Chief Executive of The Shrewsbury and Telford Hospital NHS Trust and Shropshire Community Health NHS Trust, added:

“We’re delighted to welcome the British Red Cross back into our Emergency Departments (A&Es) with this new service. Their team provides the kind of support that makes a real difference, whether it’s helping someone get home safely or simply offering a listening ear. This initiative is a vital part of our winter resilience planning.”

British Red Cross staff and volunteers describe their work as offering “a hug in a mug” a warm drink, a kind word, and a moment of comfort that can transform a patient’s experience. Their presence helps identify and address issues like loneliness, housing insecurity, and access to food factors that often contribute to repeat hospital visits.

Natalie Bowkett, Service Manager for the British Red Cross, said: “We are very excited to launch this new Emergency Department Support Service in Shropshire and Telford hospital. Our team is passionate about being there for people at what can be one of the most stressful moments in their lives. By offering practical help and emotional reassurance, we aim to make a real difference for patients and families while supporting NHS colleagues during this busy winter period.”

The scheme is part of a broader winter plan that includes a new integrated front door, enhanced urgent community response teams, and public messaging around self-care and vaccination.

For more information, visit www.redcross.org.uk.