Cornwall woman called 999 over 340 times in just ONE month
The NHS is now offering more support to people in Cornwall who frequently go to A&E or call for an ambulance
The NHS has been helping people who use their services on a frequent basis including one lady in Cornwall who called 999 an incredible 342 times in just one month.
A new service has been set up for people who call ambulance services or go to casualty on a frequent basis or call 11 frequently.
NHS Cornwall and Isles of Scilly Integrated Care Board (ICB) has commissioned the high intensity user (HIU) service which aims to reduce the demand of those who frequently use urgent and emergency care.
Volunteer Cornwall has provided the service which involves identifying those who are HIUs and then performing interventions so that they can get individual support and access the right support. A report detailing the work of the service is set to go before Cornwall Council’s health and adult social care overview and scrutiny committee next week.
It explains: “It is evident that a significant proportion of people who are high intensity users live in areas of significant socio-economic deprivation, often living with one or more long-term health conditions with history of neglect and/or abuse in the earlier stages of their lives. Many are living with significant mental health challenges, experienced mistreatment, trauma, drug and alcohol dependencies, are in financial difficulty or at risk of homelessness.
“The High Intensity User Service is an example where relationship building – with individuals and across systems – works to address the root causes of repeated health crises. Support is highly individualised, poor mental health is often an underlying issue in nearly all cases.”
It adds: “High intensity users of emergency care can suffer from regular and repeated health crises. Physical health problems can further deteriorate as the underlying causes are not addressed. This has a detrimental effect on the individual and causes ripples in their families and communities, with many feeling like there are few other places to turn.
“This affects paramedics and staff in emergency departments as they too can lack knowledge on where people can get support to address the underlying and complex issues affecting their health. Consequently, high intensity users can get stuck in the system, accounting for a greater proportion of NHS spend than others.”
Several case studies are included in the report detailing some of the people who have been helped as a result of the HIU service. One states: “Lady with dementia who went from phoning 999 342 times in one month to just less than six calls once care and support put into place which she was able to accept through the HIU personalised approach.”
A more detailed case study tells of Anna (not her real name), who said that at one point she was going to A&E every other day “just because I found it as a place of safety”.
However, after getting support from the HIU service Anna’s life has improved: “I feel like a different person. Although I went through that really horrible experience, it’s made me a better person because I’m doing things that I wouldn’t have normally done before.”
She added: “The HIU service saved and changed my life. I wouldn’t be here or the person I am now without them.”