High Intensity Use Lead

6 months ago

Mablethorpe, United Kingdom First Coastal PCN Full time

The post holder will work as an employee of the NHS First Coastal Primary Care Network. It will be First Coastal PCNs collective responsibility to lead to the transformation of culture, behaviours and attitudes of high intensity users of health care and changing the behaviour and wellbeing of the HIU client group. The post holders role is to contribute to the changes and role model the appropriate behaviours to influence others. The post holder will act as high intensity use lead working with people with high intensity use of healthcare, through direct contact with the client group, seek to create a connection and discover and address any underlying reasons (social or emotional) that may be contributing to elevated health care contacts.

This will deliver measurable improved outcomes for the benefit of clients, staff, and the community. The main focus includes unmet social needs that present as medical or mental health episodes to A&E. Other reasons why HIU individuals attend healthcare more than expected include, homelessness, individuals who self-harm, and medical, social presentations. They may not be accessing scheduled services and therefore rely heavily on unscheduled services.

The ability to connect with others is pivotal to this role, actively listening and working together to underpin changes the client needs support with rather than resorting to punitive measures. Our key expectations of the HIU lead role are: Self-awareness Adaptability Openness Positivity with a real sense of being able to strive for the impossible Generosity of spirit Ability to negotiate with stakeholders as well as the client themselves Job Summary A highly motivated, emotionally intelligent, and resilient person with leadership skills, whose drive is quality client care and who thrives off innovation. Lateral thinking, which is out of the box is encouraged to support this vulnerable client group. The Objectives of the Service are: Measurable: Identify those at greatest risk of A&E attendance and non-elective admissions.

Proactively work with a rolling cohort of HIU clients, really understanding what they need. To coordinate wellbeing and connect with other services, enrolling them to help to get to the desired end. Reducing 999 calls as a natural by-product (possibly ambulance and police). Reducing A&E attendances and avoidable non-elective admissions More Difficult to Measure but Essential: Drive equality and client voice.

Forming robust network of community health, social care, mental health and police to manage clients, creating true integrated working. Providing a service driven by quality with positive human outcomes observed. 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 A&E attendance/999 calls. Improving communication and partnership working between those involved in client care 24/7.

Identify patterns and causal factors which trigger relapse behaviours in order to shape future commissioning of service and/or demand/capacity planning. Empower clients to self-manage to enable sustainable discharge. Expected Outcomes: The key outcomes that the proposed service will deliver are: Impact positively on reducing the high intensity use of healthcare. To support clients to flourish through sustaining job opportunities, reconnecting with families, improving well-being etc.

A new culture of 1:1 coaching as a medium to deliver sustainable change. It is recognised that the latter two points of expected outcomes are more difficult to measure but they are essential outcomes if a culture change is to occur to lower the stigma associated with this cohort. The post holder is responsible for creating an innovative way of supporting the reduction in high intensity use of A&E. They will facilitate discussions and advise colleagues as to how best practice might be adopted for future development of the service and oversee their delivery.

Lead in removing potential barriers and stigma associated with HIU to promote equality, diversity and safeguarding service wide. The HIU link worker will act as an advocate for the client, guiding them through the complex journey and multi-faceted approach to encourage appropriate use of scheduled and unscheduled care services. A further element of the role would be coordination, sharing and learning of the work with community-based staff to promote safe practice and sustainability. The post is responsible for providing professional expertise to the outcome of the business processes for the Lincolnshire Integrated Commissioning Board, including report writing and presenting evaluation reports.

**Main Purpose of Job**: To provide holistic one-to-one-person centred support for people aged 18 & over who have high dependency on emergency services and who are frequent visitors/callers of A&E, the Urgent Care Centre and East Midlands Ambulance Service. To meet and collaborate wi

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