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26th April 2018

0900 - 1530

ALL NATIONS CONFERENCE CENTRE

 CARDIFF

FREQUENT CALLERS ~ FREQUENT ATTENDERS: THEIR COMPLEX NEEDS AND HOW WALES IS CHANGING ITS RESPONSE TO THIS PATIENT COHORT

Front line staff responding to frequent callers of the 999 system or those attending Emergency Departments/GP surgeries can find it difficult to know where to turn to in order to get the appropriate help and support for their service user.

Frequently attending patients make up a significant proportion of the demand on services that amounts to huge costs in terms of time and resource. This can create a risk of services being unable to meet an emergency. It is however a symptom of a far greater need for the service user – one that can be embedded in a 'difficult to navigate' health and care system, poor access to supportive measures, social isolation, trauma, poverty, and other vulnerabilities

Emergency Departments across Wales have started working with partner agencies including the Welsh Ambulance Service, Police, Housing, other health sectors and 3rd Sector organisations to create new ways of working with frequent users and addressing their needs. They are putting the right tools in place to manage needs without emergency services, leading to quicker resolution of issues and a better experience for the service user.

This conference is an important opportunity to build on this work by allowing public services and our partner agencies to come together to understand the complex needs of the frequent service user, and to start building local connections between services that will allow us to build a fluid network of responsive support around this service user group

This is an opportunity for front line staff to stand shoulder to shoulder with community providers, planning together how to make changes in their own neighbourhoods to support their citizens

The day will be spent working in area specific teams, allowing the opportunity to make new professional relationships and contacts, whilst undertaking workshop sessions to understand precipitating factors and triggers

A panel of partner agencies will be presenting evidence from work already being undertaken across Wales with service users and delegates will have the opportunity to ask questions from the panel

This conference is aimed at any agency who support this service user cohort, or who may be able to provide a new pathway for them to access – for instance:

  • Emergency departments

  • Ambulance services

  • Mental health and substance misuse services

  • Homeless services

  • Police/Fire & Rescue

  • 3rd Sector/Charitable Organisations

  • Social Prescribing

  • Prison/Probation services

  • Sheltered housing schemes

  • Primary Care – e.g.  GPs, OOHs, Pharmacies, District Nursing

  • Social Services – e.g. Independent Living Services

  • University Student Support Services

  • Health Boards – e.g. Heads of Nursing, Performance Managers, Clinical Ops

  • Service improvement

  • Information Governance