Policy change shows early success for our Frequent Caller Team

Frequent Caller Team

In September 2019 the frequent caller team amended the policy for patients with defined individual needs and introduced a traffic light tiered system based on call volume in order to better prioritise workload.

Those patients who are our lowest intensity users fall into the green tier and they now receive a ‘green letter’. The letter offers the patient support in making appropriate choices and encourages them to arrange a face to face meeting with their GP to assess the frequent caller’s current health needs. A letter is also sent to the patients GP at the same time to make them aware of the calls to 999.

We have just completed the first wave of the new ‘green letter’ reviews. Of the patients who received a green letter from us three months ago regarding their 999 usage, 65% have either stopped calling altogether or have significantly reduced their use of 999.

This is a fantastic response - better for the patient and better for EEAST. The remaining 35% of patients will now be reviewed for placing on a frequent caller management plan.

Please do keep referring any possible frequent callers to the team.

Current national criteria for an adult patient to be recognised as a frequent caller to the ambulance service is to have received five or more calls in a one month period or twelve or more calls in a three month period. We can only count individual/separate incidents towards this criteria and therefore any duplicate calls, HCP referrals or info/cancellation calls are not counted.

You can reach us at FrequentCallers@eastamb.nhs.uk (non secure email account) or via CAL option 4.

Published 16th January 2020

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