1. Patients who attend the Emergency Department frequently should be treated with the same care and respect as other patients.
2. Emergency Departments should have a method of identifying ‘Frequent Attenders’ to their department. This may consist of a data trawl or staff identifying patients who they think need input in the form of a care plan, liaison with specialties or case management.
3. Patients may benefit from a bespoke ED care plan. A plan may be used to give consistent care, improve analgesia, manage risk, or reduce unnecessary investigations.
4. Patients should be given the opportunity to be involved in the production of their care plans and be given a copy of the plan wherever possible.
5. Case management for Frequent Attenders may be helpful to identify unmet needs for patients and get other services involved in a patient’s ongoing care.
6. Multidisciplinary case conferences are recommended to improve engagement with community services for some patients. They are also helpful to manage risk for certain patients with risky behaviour.