High Intensity Users Service

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 all the available health and care resources.

They use 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.

There are currently 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, the CCG looked at the stories of people who had been supported by the services, as well as gathering the views of staff and stakeholders to find out what they thought about both services, what worked well, what could be improved, and how.

The learning from the review is being used to develop the new Positive Lives Service model which will be launched next year.

All responses to this survey are anonymous and will be shared with those leading the review at STW CCG

Survey closes on Friday 3 December 2021

Please tell us if you are a resident of Shropshire, Telford and Wrekin?

Yes

Please tell us if you have ever received support from one of the High Intensity User Services in Shropshire, Telford and Wrekin?

Yes

Please tell us which service you were supported by?

Shropshire

Telford & Wrekin

Please tell us what you think is good about the service?

The CCG’s review has identified a number of things that people have said are important for the service to be successful (include list). Do you agree with these?

Select all those you agree with

Organisations, services and staff working closely together.

The freedom of the staff to be creative and flexible, leaving them able to get to know individuals, develop trust, and provide support and guidance wrapped around the needs of the individual.

A focus on the person, with the service driven by the needs of the individual, not finance, costs, outcomes or strict processes and paperwork.

The service leads having the right skillset to support people who often have very complex and intense needs.

Awareness of and engagement with the service from across the health and social care system.

Making a positive difference to individuals, who may otherwise fall through gaps in between services.

Do you think there is anything missing from this list?

Please tell us what you think could be improved about the service and how?

People told the CCG that the name of the service can often lead to the individual feeling as if they are at fault or to blame when in reality a lot of the multiple A&E attendances are not through choice, but through other services not meeting their needs in the right way. The CCG asked people to suggest potential new names for the service and choose their preferred one. The most popular choice was ’The Positive Lives Service.’ Please tell us what you think about the new name?

Is there anything else you would like to tell us?

Leave this field blank