High Intensity User Service

NHS Kernow Clinical Commissioning Group are looking to commission the following:

Effectively manage, support, coordinate, and signpost high intensity users (HIU) of the South Western Ambulance Service NHS Foundation Trust (SWASFT), the integrated urgent care service (IUCS), Royal Cornwall Hospitals NHS Trust and University Hospitals Plymouth NHS Trust, frequent emergency department attenders and admissions within the NHS Kernow Clinical Commissioning Group (NHS Kernow) footprint.

Establish, utilise, and coordinate multi-agency and existing professional services to reduce 999 frequent callers, in line with the demand management modelling and trajectory as set out in the HIU workstream. This will be achieved through integration and co-ordination with community and acute trusts, through participation in multi-disciplinary teams and cross organisational working with the voluntary and community sector as appropriate.

Demonstrate an increased capacity and productivity in workload on unscheduled care services and the wider health economy resulting from fewer 999 calls (which otherwise would have attended emergency department and resulted in an admission).

Safely manage and coordinate the vulnerable and demanding nature of the user group using multi-agency support and the volunteer sector.

Provide fertile commissioning intelligence across all providers and, in doing so, lower the stigma associated with HIUs.

Coordinate a replicable service which can be integrated and managed over the long term across other providers.