Managing the needs of frequent attenders of urgent care services: a case management approach

BACKGROUND: Currently we are experiencing record numbers of visits to Emergency Departments (EDs) in England with an increase of 4.1% from last year. This is also alongside the worst performance for treating patients within 4 hours of arriving at an Emergency Department (Gardner, 2019). A new Frequent Service User Manager (FSUM) service was set up in West Kent to address the issue of those frequently attending EDs and support the well being of these patients. AIM: To evaluate a new service to address Frequent Service Use of Urgent Care Services. METHODS: Service data on demographics, loneliness, anxiety, quality of life, and urgent health care usage was obtained for those most frequently attending (n=22) a West Kent Emergency Department. Interviews were carried out with a sample of these patients (n=4) to capture their experiences of using the service. RESULTS: The main presenting symptoms for attending the Emergency Department were pain and alcohol related conditions. After 12 months, loneliness, anxiety and use of urgent care services had reduced. Quality of Life improved from baseline to 4 months but then stabilised at 12 months. The results highlight the important role FSUMs can play in supporting those that frequently attend Emergency Departments.