Welsh Ambulance Service Targets Frequent 999 Callers for Support

A new initiative by the Welsh Ambulance Service aims to assist individuals who frequently call emergency services by connecting them with appropriate support systems. This effort addresses the needs of those making multiple 999 calls, often due to complex health or social care requirements. Many of these individuals are not receiving adequate assistance from existing services, leading to an over-reliance on ambulance responses.

Last year, the service identified more than 1,300 high intensity users in Wales. Collectively, these individuals made 8,857 calls in just one month, consuming over 9,000 hours of ambulance response time. The introduction of the High Intensity Service User (HISU) team has led to a significant reduction in these figures. After four months of targeted intervention, the number of calls dropped to 2,220, and the time allocated to these users fell to 1,996 hours.

Collaborative Care Approach

According to Greg Lloyd, Assistant Director of Clinical Delivery, many frequent callers are vulnerable and genuinely in need of help. The HISU team collaborates with various stakeholders, including GPs, mental health services, social care providers, and police, ensuring that these patients receive safe, sustainable care tailored to their specific needs.

Lloyd emphasized the importance of addressing unmet needs through coordinated care. “By working across agencies, we’ve saved thousands of ambulance hours, allowing crews to focus on real emergencies,” he stated. Each case is managed by a Clinical Support Lead, who facilitates multi-agency meetings to enhance patient welfare. This structured approach ensures that all partners are aligned in their efforts to support individuals effectively.

The team also collaborates with specialist clinicians to develop comprehensive care plans, which are shared with paramedics and nurses in the control room. This strategy enables emergency responders to provide better assistance to frequent callers.

Successful Intervention Stories

The HISU team’s efforts have yielded positive outcomes for several individuals. One notable case involved an elderly man living alone, who made over a dozen ambulance calls within two months following his discharge from a community hospital. By coordinating with his GP and social services, the team arranged for additional support, including the installation of hand and bed rails to minimize his risk of falling. As a result of this intervention, he did not make any further 999 calls for the remainder of the year.

Similarly, a young woman residing in supported living accommodation made more than 80 calls within nine months. After receiving targeted care from her GP, consultant psychiatrist, and social worker, her number of calls decreased dramatically to just eight over the next three months.

Lloyd concluded, “Our work with high intensity users illustrates that with the right approach, frequent callers can receive the necessary care without resorting to emergency services. This collaboration highlights the transformative impact of tailored support on both individual lives and the overall pressure on emergency services.”

The initiative represents a significant step forward in addressing the needs of vulnerable populations in North Wales, illustrating the effectiveness of coordinated care in improving health outcomes.