A Somerset woman bombarded the NHS 111 phone line with over 6,000 calls in a single month, prompting concern and the need for intervention from a new support service. The NHS 111 service is a 24/7 service, free of charge, that provides advice and urgent medical care for situations that are not life-threatening.
The woman, referred to as ‘Janet’ to protect her identity, falls under the category of “high intensity service users” in the healthcare system, frequently accessing medical services even when not necessary. Her excessive calls triggered a response from the Somerset NHS Foundation Trust and the Community Council for Somerset (CCS) to introduce ‘Ubuntu’, a support program that ultimately led to a significant decrease in her calls.
Upon involvement of the Ubuntu agents, measures were taken to prevent further excessive calls, including temporarily disconnecting her phone line and setting up a personal alarm system for emergency assistance. It was observed that the majority of calls occurred during weekends and evenings when traditional support channels were unavailable. To address this, a local care provider extended support hours, and Janet was connected with her local library where she volunteered for companionship during vulnerable times.
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Within a month of implementing the Ubuntu support system, the number of calls reduced drastically. In April 2023, Janet made over 6,000 calls, which dropped to 4,385 in May, further decreasing to 785 in June, and significantly reduced to 29 in September. By November 2023, she only made six calls, signaling a remarkable improvement.
Karen Holden, the associate director of clinical transformation at Somerset NHS Foundation Trust, emphasized the need for personalized care for such high-intensity patients. Through the Ubuntu project, resources in A&E departments, urgent treatment centers, and local GPs could be allocated more effectively.
The project, named after an African principle of collaboration, Ubuntu, was shortlisted for a Health Service Journal patient safety award in the category of ‘best use of integrated care and partnership working’. The Ubuntu program, deeply entrenched in local communities, aims to provide person-centered support and reintegrate individuals into their community.
Neil Thomas, the high intensity use lead officer at Somerset NHS Foundation Trust, emphasized the importance of breaking the poor relationship cycle between healthcare services and the specific cohort of individuals. This is achieved by building understanding and trust through the CCS colleagues, ultimately empowering individuals to take control of their healthcare journey.