Complex Case Team, NIAS

Achieving Positive

Outcomes for Frequent Callers

Operational Definition

A frequent caller is someone who calls 5 times in 1 month or 12 times in 3 months

Frequent CallerrProject

NIAS

GP

PSNI

ED

Mental Health

Social Care

Addictions

SocialPrescribing

Total No of Calls

Ambulance responses

ED Conveyances

One Callers Interventions

PDSA 1- home visit &Assessment. Telephone GPPDSA 2 – Letter to patient Outlining care pathwayPDSA 3 – MDT PDSA 4 – second letter topatient

PDSA 5 - MDT visit to the Patients homePDSA 6- Letter to patient To confirm the new care pathway

ED Conveyances

1

2

3

4 5

6

2017 v 201849%

Reduction in calls to NIAS62%

Reduction in the number of Ambulance Responses

45%Reduction in ED attendances

One regular caller example 2017

78 Ambulance responses

41 ED Admissions

One regular caller example 2017

After interventionBy identifying the individual and doing something about it

resulted in a reduction.......

And so

13 Ambulance responses

4 ED Admissions

After interventionBy identifying the individual and doing something about it

resulted in a reduction.......

And so

Individual Pathway

147

69

43

35

166

153

9

4

2017

2018

“Thanks to you my mum is addressing her addiction to alcohol and is on the road to recovery. Not only has this helped my relationship with my mum, but also with my own family, as I was as was struggling to cope and it was affecting all my relationships.”

“NIAS have played a huge part in initiating my road to recovery by helping me when I was at my lowest ebb.”

“You have turned my life around by helping me look at why I was calling the ambulance service and referring me to the Red Cross for support. I am now a volunteer for this organisation.”

NIAS

PSNI

Public Health

ED

Primary Care

Housing Executive

Social Care

Mental Health

NIFire

Service