One-to-one support reduces avoidable A&E visits

A special team is working to reduce 999 calls and ambulance call-out rates

A team is hoping to ease some pressure off A&E departments by reducing the number of avoidable visits.

The High Impact Use team (HIU) in Cambridgeshire and Peterborough said many frequent A&E visitors experienced loneliness, financial problems, or poor physical and mental health, rather than medical emergencies.

It aims to find alternative ways to meet the needs of visitors who do not require clinical support.

Jon Bartram, programme director of strategic commissioning with the NHS, hoped the HIU team could reduce 999 calls, and ambulance call-out rates.

HIU launched in October to provide help to people aged 18 or over who were registered with a GP in Cambridgeshire, Peterborough and Royston.

Mr Bartram said it provided support to address the underlying causes of frequent visitors to Peterborough City, Hinchingbrooke, and Addenbrooke's hospitals.

"Such frequent visits are often due to complex social factors and are often non-clinical in nature," he said.

"The type of help given depends on the person's needs but can include arranging and attending appointments with the patient, enrolling them in community groups or charity services, and assisting them to access other support such as counselling services, housing advice and employment guidance."

The team worked with service users on a one-to-one basis to understand specific needs and what services to direct them to.

Service user Julie said: "If the team wasn't here, I would call an ambulance."

She was referred to the HIU as she struggled with chronic obstructive pulmonary disease, severe anxiety, and loneliness.

After support and referrals were made, her A&E attendances reduced from six in September and October to three in December and January.

The HIU team said it also helped a man who had incidents of aggression toward hospital staff, who was overwhelmed by mental health struggles, alcohol misuse, self-harm, and falls.

At the time, he had visited A&E 16 times in two weeks and 32 times in the past year.

After intervention, his A&E visits dropped to one visit in two months.

Chair of the communities, social mobility and inclusion committee, Tom Sanderson, said: "Since our team started supporting individuals last autumn, they have already made an important difference to the health, wellbeing and quality of life of a number of people."