High Intensity User Social Prescribing Service helps reduce demand on emergency services in Dudley

Vulnerable patients are benefitting from a new High Intensity User (HIU) project in Dudley.

A one year evaluation of the project commissioned by Dudley CCG and Dudley CVS has shown a 33% reduction in A&E attendance and a 41% reduction in inpatient admissions saving the NHS over £492,995.

Delivered by the Dudley CVS Integrated Plus social prescribing team and match-funded by Dudley CCG and the Department of Health, the service offers a robust way of reducing avoidable frequent user activity to 999, A&E, and hospital admissions, freeing up front line resources to improve care for all patients and reduce costs.

Working together with partners, the HIU team uses a flexible and innovative non-clinical approach with the voluntary sector, to target high users of services and support the most vulnerable people within the community to flourish and find purpose in their lives.

This is in line with the Right Care Programme, which is part of the NHS Long Term Plan’s focus to better understand the needs of patients who are frequent users of emergency departments. Both will work to improve waiting times and response in emergency departments for those patients with the highest care needs is a priority.

Kelly Rea, (Urgent Care Link Worker), HIU Team said: “It all starts with a phone call, from which I am able to actively listen to understand the needs of patients accessing A&E departments. I like to arrange a face-to-face appointment as soon as possible to gain a better understanding of their situation. On the first visit, I try my best to make it very relaxed to allow them to tell their story.

It’s surprising how many people say after the visit it’s the first time they have been really listened to.

A local service user said, “This service, in my opinion, is vital to help other people from utter despair, I cannot explain in words what this service has done for me.

After another attempt to end it all, I was given a lifeline, introduced to my link worker from Integrated Plus, always at the end of the phone, caring and understanding, non-judgmental who listens to my every need in my recovery. My link worker takes me out for coffee and shopping and has enabled me to laugh again and understand a future without pain. I look forward to her visits helping me to feel normal again”.

Sarah Knight, Commissioning Manager, Dudley CCG, “We are really happy that the service is benefiting people in Dudley, we are always looking at new and innovative ways to meet the needs of our local population, and this is one way we are doing this”.

The programme initiated by NHS Blackpool CCG has also been rolled out in a number of other CCGs across the country.

The full impact report is available to read below: