High Intensity Users Service

Last year, we carried out a review of the two High Intensity Service Users (HISU) services in the county to develop a new model based on the views and experiences of patients and health and care staff.

As part of the review, we looked at the stories of people who had been supported by the services, as well as asking HISU staff, stakeholders and service users what they thought about both services, what worked well,  what could be improved, and how.

Following a thorough procurement process, NHS Shropshire, Telford and Wrekin has now awarded the contract for the new Positive Lives Service (formerly HISU) to the British Red Cross.

The British Red Cross, which has a wealth of experience delivering similar services nationally, began mobilising the service from 1st October 2022.

The service will work with individuals, aged 18 and over, who are identified as frequent users of our emergency services, including 999, NHS 111, A&E, and emergency hospital admissions, to ensure that their health and wellbeing needs are met.  It will identify more appropriate routes of care that can better meet their specific needs and address some of the issues which are causing them to seek support from these services.

A plan will be in place for any individuals currently under the care of the existing services so they can continue with their pathway and support with the British Red Cross and the new Positive Lives Service.

Once the new service goes live, individuals who could benefit will be identified using patient data captured by 999, NHS 111, and A&E. They will then be contacted by the British Red Cross service leads with an offer of support.

Thank you to everyone who got involved to help shape the new service.

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Page last updated 24 October 2022