Frequent caller success for ambulance service

The North West Ambulance Service (NWAS) has announced its frequent caller initiative has reduced such calls by 64 per cent.
By The Newsroom
Published 9th Feb 2016, 13:34 BST
Updated 10th Feb 2016, 13:27 BST
Angela McNally from the NWAS Frequent Caller TeamAngela McNally from the NWAS Frequent Caller Team
Angela McNally from the NWAS Frequent Caller Team

The Frequent Caller Team was set up to manage people who contact the service either five times or more in one month or 12 times or more in three months.

Between April and December 2015 the Trust focused the initiative on 83 frequent callers with multi complex needs.

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The patient, their families and carers were involved in telephone assessments, home visits and multiagency meetings with charities and other healthcare agencies.

Before the intervention, the patients made 667 calls to the service and were transported to A&E 335 times. Following the team’s work, calls dropped 64 per cent to 242 and A&E attendances dropped to 76.

Anglea McNally, the Frequent Caller Lead for NWAS, said: “Not only has the scheme had a positive impact on the lives of those individuals, but it has helped to free up the Trust’s resources for patients with life-threatening issues.”