Setting up a High Intensity User service

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The High Intensity User (HIU) service was initiated by NHS Blackpool CCG and has since been rolled out in a number of other CCGs. The Implementation Team within NHS RightCare have undertaken evaluation of effectiveness across 4 CCGs. It is shown to offer robust way of reducing frequent user activity to 999, NHS 111, A&E, GP contacts and hospital admissions and this resource pack is intended to support local health communities who think that these innovations can be adapted and adopted to support an improvement opportunity in their local area.


Updated March 2021.



First published February 2016, to reduce the number of High Intensity Users of unscheduled services that initiated development of these resources. The regression to the mean issue is covered in the revised resource pack above.