Attending frequent callers

Ambulance line up blue sky

When attending a known regular caller who is subsequently left at home it is very important that the attending clinician(s) report information back to ECAT.

This is to ensure any current plan is appropriately activated and allows the ECAT team to better manage any further calls that may be received. In situations where an active plan has not yet been implemented ECAT can also use this information to potentially implement a temporary plan where a person’s call volume is having a significant impact on the Trust’s ability to deliver a safe service.

ECAT will send you a message via the Terrafix similar to the following “If the patient is left at home the attending clinician must report back reason for non-conveyance and information regarding the patient’s condition, ECG findings and observations so that any further calls from the patient can be better managed through ECAT. This can be done on the Terrafix screen prior to booking clear or via CAL option 4 speaking with an ECAT assistant”.

Published 13th October 2020

1 Comment
Hi Pete, thank you for your feedback. We have in recent months altered the wording of the 'known regular caller' CAD markers to make it clearer that a response can be allocated to any category of call once it has been through an ECAT triage.

Many of our patients are managed on a standard plan which allows for one face to face and/or one telephone triage within a 24hr period for calls that code as category two or lower. This allows us to limit the number of resources being dispatched. All calls made by these patients are reviewed by the ECAT Clinical Coordinators to ensure patient safety. Many of our frequent callers are successfully managed once on a plan and ambulance attendance is drastically reduced.

We currently work to the national criteria for who qualifies as an ambulance frequent caller. For over 18's this is set at 5 or more calls in a one month period or 12 or more calls in a three month period. For under 18's the criteria is 3 or more calls in a rolling six month period and for communal addresses the criteria is 15 or more calls in a one month period.

For further information please see our frequent caller policy - 'the policy for the management of patients with defined individual needs' or you can contact the frequent caller team via

Helen; Frequent Caller Lead

19 October 2020

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