Cardiff and Vale University Health Board: Redesigning care pathways for frequent attenders


14 / 06 / 2017

Cardiff and Vale University Health Board and the Welsh Ambulance Service NHS Trust (WAST) provide care to segments of the population that access unscheduled healthcare services frequently and proportionally more often than the rest of the local community.

This percentage of service users, referred to as frequent attenders, require a significant amount of resources and time. This is often disproportionate to their actual emergency need, but there is recognition that they are in need of input from health and social care agencies.

At first, independent streams of work coexisted and began to reduce the demand these patients placed on services. But it became obvious that there was an overlap of work with the emergency department, out-of-hours services and the ambulance service, sharing an average 45 per cent of all frequent attenders and a further 25 per cent known to two or three services.

A project started to integrate the health agencies’ work.

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