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evidence
innovation

A mass distribution letter as an early intervention for potential frequent callers

02 November 2022
Features
02 November 2022
Volume 14 · Issue 11

Abstract

Background: Intensive engagement with frequent callers (FCs) has been shown to be effective at reducing call volumes and producing positive outcomes for service users. Aims: This study aimed to examine the impact of sending a mass distribution letter to potential frequent callers (PFCs) on emergency call volumes. Methods: A standardised letter containing advice and information for newly identified PFCs was introduced in an attempt to signpost service users to more appropriate care providers before they met the FC criteria. In total, 96 letters were distributed to PFCs and their impact on emergency call volumes was assessed. Findings: Emergency calls decreased from 439 to 187 in the 10 weeks following letter distribution, equating to an average reduction of 57.5%. Conclusion: An association was found between letter distribution and a reduction in emergency calls. Future opportunities for development include an emphasis on feedback from recipients and determination of specific causality.

The Northern Ireland Ambulance Service (NIAS) established the complex case team (NIAS-CCT) in 2017 to identify and respond to frequent callers (FCs). The NIAS-CCT aims to address the needs of FCs in the hope of reducing their effect on NIAS.

Ensuring service users are accessing the most appropriate care pathway to meet their individual health and social care needs has been proven to reduce demand on the emergency ambulance control, clinical support desk and operational ambulance resources (Edwards et al, 2015a). It has been reported that ignoring the challenge of inappropriate use of emergency services leads to inefficiencies, poor patient experience and clinically unsafe environments (Smith and McNally, 2014).

Snooks et al (2019) conducted a survey of how ambulance services across the UK were addressing the needs of FCs and reported various approaches. These strategies varied between regional services.

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Frequent callers
Potential frequent callers
Standardised
Appropriate care provider
Service evaluation
Preventive
Early intervention
Emergency call volumes
Positive outcomes