individuals with other services, communities and organisations that best support their needs. Julie Smith is a Health Improvement Practitioner in South Norfolk and has been in post for 11 months. Julie said: “Our role is extremely varied and we never know what we are going to find when we meet the patient for the first time. “Often what appears to be a straight forward physical health condition can soon reveal a complex situation at home, which could be substance misuse, depression, anxiety, abuse, financial problems, homelessness, or any combination of these issues. As our team consists of HIPs from different backgrounds we have a wealth of knowledge and skills to support individuals. “The most rewarding part of the job for me is when you can make a difference and improve the quality of life for our patients. Sometimes it takes months of hard work and perseverance, but it’s worth that investment.” The HIU Service continues to develop and in the next few months the team will be working on a pilot alongside the ambulance service to help reduce the number of 999 calls. Chris’s story Life for Chris used to be lonely and chaotic. Unwell, and with no family he could stay with, Chris was regularly visiting A&E – sometimes as often as twice a week.
Chris was suffering from a serious condition that often resulted in the need for hospital treatment. It was making it difficult for him to eat and drink which made him dizzy, and sometimes liable to falls. He was often without the money to buy essentials like food and he wasn’t claiming the right benefits leading to arrears with his rent. As someone who doesn’t like to ask for help, Chris’ social problems started to spiral and his mental health declined fast, making him more likely to end up needing to call 999. “I was at a really low point by this time. I have always been self-sufficient and never really been the type to ask for help” he said. Chris was referred to a Health Improvement Practitioner (HIP), who said: “Chris knew he needed help but was overwhelmed and didn’t know how to ask or where to start. With my encouragement he has let people in so they can help stabilise his life. I could give him the time and flexibility he needed to sort out some complex problems.” Together, his HIP has helped Chris to claim the right benefits, deal with his housing issues and even start looking for work again. Since he started working with his HIP, Chris has not visited the A&E or dialled 999. “My HIP has got to know me really well, and has never judged me. It was good to have someone who was on my level and not against me. I feel I have come a long way.”
High Intensity User Service (HIU)
The service consists of a team of eight Health Improvement Practitioners (HIPs) who work across Norfolk. Referrals are generated from A&E at the NNUH and Queen Elizabeth Hospital in King’s Lynn.
Following a highly successful 18 month pilot, which helped reduce A&E attendance by 58% with a subsequent 62% reduction in admissions, NCH&C was awarded the permanent contract to provide the High Intensity User Service (HIU), formerly known as The Frequent Attenders Service, in 2019.
The HIPs work with very vulnerable individuals who often call an ambulance or attend A&E as they have nowhere else to turn. Using a health coaching approach, the team help to reconnect
NCH&C ANNUAL SUMMARY 2019-20 29
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