Welsh Ambulance Service Targets Frequent 999 Callers for Better Care

The Welsh Ambulance Service has launched a targeted initiative to support individuals who frequently call 999 for emergency assistance. These frequent callers often face complex health or social care challenges but may not be receiving appropriate support from existing services. The goal is to provide coordinated care planning that addresses their genuine needs, rather than relying on repeated ambulance responses.

Last year, more than 1,300 individuals in Wales were identified as high-intensity users of ambulance services. In a single month, these individuals collectively made 8,857 calls, consuming over 9,000 hours of ambulance response time. The introduction of the High Intensity Service User (HISU) team has significantly reduced these numbers. After just four months of focused intervention, call volumes dropped to 2,220, and ambulance time usage decreased to 1,996 hours.

Coordinated Care for Vulnerable Individuals

Greg Lloyd, Assistant Director of Clinical Delivery at the Welsh Ambulance Service, emphasized the vulnerability of many frequent callers. “Many of the people we see as frequent callers are often really vulnerable and in genuine need of support,” he stated. The HISU team collaborates with GPs, mental health services, social care providers, the police, and third-sector organizations to ensure these patients receive appropriate and sustainable care.

Through this collaborative approach, the HISU team aims to address unmet needs, ultimately saving thousands of ambulance hours. This not only improves patient care but also allows ambulance crews to focus on genuine emergencies.

Each case is overseen by a Clinical Support Lead, who coordinates multi-agency meetings to ensure all partners work together effectively. Additionally, the team collaborates with specialist clinicians to develop tailored care plans for paramedics and nurses in the control room, enhancing support for frequent callers.

Success Stories Highlight the Initiative’s Impact

Among the individuals supported last year was an elderly man living alone, who made over a dozen calls to the ambulance service within two months after being discharged from a community hospital. By working with his GP and social services, the HISU team arranged for additional support, including hand and bed rails, to reduce his risk of falling. Following this intervention, he made no further 999 calls for the remainder of the year.

In another notable case, a young woman living in supported accommodation made more than 80 calls in nine months. After receiving further assistance from her GP, consultant psychiatrist, and social worker, her call volume dramatically decreased to just eight calls in the three months following the intervention.

Greg Lloyd remarked, “Our team’s work with high intensity users demonstrates that with the right approach, frequent callers can receive the care they need without repeatedly turning to emergency services. This work showcases how collaboration and compassionate, tailored support can transform lives and relieve pressure on emergency services.”

The Welsh Ambulance Service continues to refine its approach, aiming to enhance the care provided to frequent callers while ensuring that emergency resources are available for those in critical need throughout North Wales.