The High Intensity User service is designed to target individuals who are at greatest risk of 999 calls, A&E attendance and non-elective admissions with the aim of empowering patients to self-manage and decrease their dependency on unscheduled care services.

It is anticipated that the contract will be let for a period of two years with the option to extend, at the sole discretion of the Commissioner, for a further 1 year.

The Service(s) will be required to meet the following needs:

— Identify those at greatest risk of 999 calls, A&E attendance and non-elective admissions.

— Proactively manage a rolling cohort of high intensity users using a truly personalised approach.

— Act as a conduit to negotiate and de-escalate issues before a crisis occurs; a situation which has historically led to a destabilisation of their condition and resulting in a 999 call.

— Empower patients to self-manage, to enable discharge from the project and to switch them from unplanned to planned negative to positive contributors of society.

— Form robust networks of services around individual patients to ensure they can access the care and support they need, when they need it.

— Improving communication and partnership working between those involved in patient care 24/7.

— To provide training and support to other providers to ensure patients are empowered to take ownership of their health and well-being whilst decreasing their dependency upon unscheduled care services.

— Assist other providers to identify patterns and ‘causal factors’ which trigger relapse behaviours in former High Intensity Users in order to shape future commissioning of service and/or demand/capacity planning.