NHS South Yorkshire ICB Doncaster Place : High Intensity User Support

The NHS Long Term Plan makes a renewed commitment to improve and widen access to care for adults needing mental health support. The High Intensity User service contributes to the delivery of the NHS Long Term Plan by reducing demand in Urgent and Emergency Care. As part of the 2019/20 Operational Planning and Contracting Guidance, all health systems in England were advised to implement a High Intensity User service. Using data from a local ambulance service, High Intensity Users of 999 and frequent attenders to A&E were identified through a range of data sources. From previous work undertaken across the country, it was clear that some individuals had little clinical reason for doing so; others had genuine reason for calling or were highlighted as vulnerable. Evidence from various pilots across the country suggests that where a service is implemented effectively, it has improved the quality of life for patients, families and serving healthcare professionals. It also supported better care outcomes, safely reduced the utilisation of ambulance resources, A&E attendances, police attendances and hospital admissions, enabling a more cost-effective approach to unscheduled care activity.