High Intensity Users Services

The Shropshire, Telford and Wrekin Clinical Commissioning Group (STW CCG) recently carried out a review of the High Intensity Users (HIU) services in the county to develop a new model based on the views and experiences of patients and health and care staff.

The services provide preventative support to individuals who are identified as frequent users of 999, NHS 111, A&E, and emergency hospital admissions so that their health and wellbeing needs are met, whilst making the best use of our resources.

It uses a health coaching approach, working in a de-medicalised and person-centred way, to offer people alternative, more appropriate support, through coaching, advice, guidance and signposting.

We currently have two slightly different HIU services in the county, one in Shropshire and one in Telford and Wrekin. It was decided that a review of both services was needed to help ensure consistency in service provision and pathways, to reduce any health inequalities and differences in experience and outcomes for those receiving support.

As part of the review, we looked at the stories of people who had been supported by the services, as well as asking HIU staff, stakeholders and service users for their views to find out what they thought about both services, what worked well,  what could be improved, and how.

To find out more about what people told us, please read our engagement feedback.

If you would like to find out more, please contact b.reis-seymour@nhs.net.

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Page last updated 27 June 2022