Presentation on theme: "An open solution to a hidden problem"— Presentation transcript:
1 An open solution to a hidden problem Frequent CallersAn open solution to a hidden problemRhian MonteithAdvanced Paramedic PractitionerClinical lead for frequent callers
2 RIGHT Care Approach Five Key Ingredients: Clinical Leadership Indicative DataClinical EngagementEvidential DataEffective processes
3 One Hundred and Eighteen times Case for changeLast month I attended TWENTY THREE patientsOne Hundred and Eighteen times
4 Top 100 60% women Average age 35 – 45 80% live alone 44% overlap with the policeIntelligent, resourceful, resilient individualsWho are they ?Out of 100 patients, only 4 had diagnosed mental health conditions, 7 Long Term Conditions requiring clinical discussions, the rest reduced their 999 contacts by 1:1 telephone ‘coaching’Social isolation services not geared up for the under 50’s
5 results 89% reduction in 999 calls 92% reduction in A&E attendances 82% reduction in non-elective admissions52% reduction in police calls98% reduction in self-harmSavings of £2.2m if activity remained constant
6 How to Change - Leadership and engagement Issues management* A defined condition or event which has the potential to develop into something of importance.Not yet captured significant attention, although some HCP’s will begin to be aware of them.** At this stage it is still relatively easy for the organisation to intervene and play a proactive role in preventing or influencing the evolution of the issue. But we don’t. Professional attention and management of such patients tends to be diverted in favour of more pressing matters. It is really difficult to know at this stage whether the issue will self resolve or exert a chronic pressure on an individual or organisation.Resolution is found through health coaching and mindfulness OR the organisation accepts the cyclical nature of the issue.So….effective issues management is reliant upon early identification and an organised response to really get to know the specific needs of that individual – it is possible. We started out in Blackpool managing patients who called around 20 times a month; now we are able to pick them up when they only call 3 -4 times a month – true early intervention.It acts to support personalisation and to prevent escalation of the issue. Issues management is a proactive, anticipatory and planned process designed to influence the development of an issue before it evolves to a stage which requires crisis management.
8 Success ! INDIVIDUALS FLOURISH ! Lower the stigma associated with ‘frequent callers’An adequate reduction in ‘avoidable’ 999 callsThe speed and intensity of response to a call for anxiety or social issue is now in line with a physical presentationTo truly know and understand the needs of our community – What matters to you?
9 An open solution to a hidden problem Frequent CallersAn open solution to a hidden problemRhian MonteithAdvanced Paramedic PractitionerClinical lead for frequent callers