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High Intensity Users (HIU)

The High Intensity User service (HIU) supports people aged 18 and over who attend an Emergency Department (ED) more than expected. This is usually defined as attending more than five times a month, or more than 10 times a year. HIU services help to reduce frequent use of urgent and emergency care (UEC) services where a person’s needs could be better met elsewhere, such as in Primary Care, in the community or through social care services.

The support is usually time limited to a period of up to ten weeks, in some cases this is extended to longer-term support.

Why this service

Research shows clear links between high intensity use of emergency services and wider health inequalities, such as age, housing instability, social isolation, deprivation and poor physical and mental health.

The HIU service helps to identify those people who attend most, so their needs in the community can be identified and actions put in place.

About the service

The service has developed links with and works closely with the Pan London High Intensity User Forum, London Ambulance Service, at Kingston Council (Adult Social Care and Housing), Kingston Churches Action on Homelessness, SPEAR Homelessness Outreach, Staywell and Via.Org (Substance misuse support).

How to get in touch

Those eligible for support are initially identified in data from Kingston Hospital or London Ambulance Service and are reviewed by the team in the Emergency Department at Kingston Hospital and the frequent caller manager at London Ambulance Service.

The High Intensity Support Service
Hollyfield House
22 Hollyfield Road
Surbiton
KT5 9AL

Contact: george.tong@yourhealthcare.org

 

Frequently asked questions

Find answers to common questions about our services, policies, and procedures. We hope you find the answers you need, and we’re always happy to assist further. If you can’t find the answer you’re looking for then please don’t hesitate to contact us.

We are an independent community interest company (CIC), but are funded by the NHS and local authorities to provide health and social care community services for residents in Kingston, and additional learning disability services in Richmond. If we make any profit, it is reinvested into our community services

If you click on the ‘Our services’ tab and choose the service you need, details of how to refer are available. If there is no referral form listed, please use the generic community healthcare referral form here.

You can also call for emergency referrals to our Rapid Response service (2-hour urgent community response) or Urgent Care Support Service (care homes).

It is possible to self refer to some of our services (e.g. rapid response, children’s speech and language). If you click on the ‘Our services’ tab and choose the service you need, details of how to refer are available. You can also call our single point of access team on 020 8274 7088 for referrals to our Rapid Response service (2-hour urgent community response).

Click here to see our current vacancies. The links will take you through to the NHS Jobs website which processes our applications. Please feel free to contact our recruitment team if you have any queries: HRhub@yourhealthcare.org

Still have a question? Our friendly team will be happy to answer any questions you may have.

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