West of England AHSN: “SharED” - Supporting High impAct useRs in Emergency Departments

A project in a single emergency department in Bristol achieved a reduction in attendance by high-impact users (HIUs). The West of England AHSN established a quality improvement collaborative to adopt and spread this approach, known as SHarED, to all six regional emergency departments.

Personalised support plans were co-produced by HIU coordinators and system-wide multidisciplinary teams. These provided recommendations on how to care for the individual patient and helped staff to confidently and effectively engage with HIUs.

This approach delivered parity of esteem for HIUs as well as reduced ED attendances by 33 per cent and hospital admissions by 67 per cent. The judges appreciated the clear aim and ambitious goals, along with supporting measurements highlighting impact and service user engagement. The submission showcased a fantastic example of service improvement benefiting vulnerable patients.

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