High Intensity User Service NHS/SOEPS/21.825

Provision of a High Intensity User Service, offering patients with high attendance at Emergency Departments psychosocial support, crisis planning, sign-posting in the community and support to use more appropriate services for their psychosocial needs. The service is situated in both Brighton and Hove and East Sussex and delivered under the standard NHS Contract. Key Aims and Objectives of the Service The High Intensity User Service (HIUS) is based on the 'Blackpool model' developed by Blackpool CCG, as published in the Commissioning for Value Casebook, February 2015. The model offers a robust way of reducing HIU activity to EDs, 999, NHS 111, Primary Care services as well as unscheduled hospital admissions. The HIU service liberates front line resources to focus on those who need it most and helps reduce costs. The objective of the service is to work closely with identified frequent users of emergency urgent departments, with an aim to reduce unheralded attendances at ED and associated non-elective (NEL) admissions, whilst improving the service user's quality of life and outcomes. This will be delivered by: • Identifying patients who frequently attend ED and associated non-elective (NEL) admissions • Identifying patients who are evidentially on a trajectory to becoming a high intensity user of emergency services • Proactively connecting and engaging with the patient • Supporting the patient to manage their needs using a personalised approach. Service Outcomes For the identified and engaged frequent users: • Reduce ED attendance • Reduce NEL admissions • Reduce ambulance conveyance • To feel less lonely • To experience improved personal well-being • To have a positive experience with the service • To progress in at least one identified goal by the end of their time with the service The service will work closely with local health and social care services including voluntary and third sector organisations to develop excellent working relationships and establish operational practices that ensure a seamless patient experience.