AN innovative project to help vulnerable people who make an abnormal amount of calls for an ambulance has been hailed a ‘remarkable’ success.

The vast majority of people who call 999 system do so with genuine healthcare requirements.

Those who access emergency healthcare on an unusually high number of occasions may be at risk, vulnerable or accessing the incorrect healthcare for their needs.

North West Ambulance Service set up a frequent caller team to intervene and help people who call 999 five times a month or 12 times in more than three months.

The team has close links with charities and other healthcare services and encourages different agencies to talk to one another to help the patient.

The trust helped 83 patients with multi complex needs last year.

The patient, their families and carers were involved in telephone assessments, home visits and multiagency meetings to discuss the individual’s issues and produce care plans.

Before the team intervened, these patients had made 667 calls and were taken to A&E 335 times.

Following the project, these calls have dropped to 242, a 64 per cent reduction, and 76 A&E attendances, a 77 per cent reduction.

Angela McNally, frequent caller lead for NWAS, who implemented the scheme, said: “The fact we have been able to proactively identify a range of vulnerable individuals who have very complex issues and give them the help and support they need has really helped the service.

“Not only has the scheme had a positive impact on the lives of those individuals, but it has helped to free up our resources for patients with life-threatening issues.”

“There are a number of patients with complex medical needs who need that support.”

One of the patients was a 60-year-old gentleman who lived alone and suffered from anxiety and panic attacks.

He was continuously phoning 999 because he felt like he could not breathe, despite being reassured by paramedics who came to his assistance.

A case manager assigned to help him discovered that the patient was being pressured into buying alcohol for a neighbour.

The man was moved to a place of safety after professionals intervened and is now living in a safe and healthy environment.

Angela added: “This is an example of what can be achieved when help is provided to vulnerable patients who are contacting the service an abnormal number of times, ensuring they are given the support and treatment needed to lead a healthy life.

“The remarkable success of our work with patients suffering from multi complex needs stems from our joint working with commissioners in developing the frequent caller model.

“We will continue our efforts to increase the availability of the trust’s emergency resources to those patients with immediate life-threatening conditions and provide more appropriate care closer to home.”