The innovative Frequent User Management (FUM) program works with frequent Triple Zero (000) callers to identify more appropriate health care, breaking the cycle of reliance on NSW Ambulance. Although frequent users represent a relatively small group of patients, they account for a disproportionally high number of calls to NSW Ambulance.
The high number of calls made by these patients leads to concerns that they may not be receiving the most appropriate care, generates high health care costs and places increasing stress on ambulance services and the wider health system. This, in turn, potentially compromises access, quality and safety of care, and patient outcomes.
The FUM program works proactively and collaboratively with patients and other key stakeholders to provide timely and appropriate treatment to patients who have been identified as frequent users, breaking the cycle of reliance on NSW Ambulance.
It is important to note that these are not necessarily patients who are abusing or misusing the system. Rather, they should be viewed as a complex and psychosocially vulnerable group of patients whose health care needs are not being met and who resort to accessing care via Triple Zero (000).
The program has adopted the definition of ‘frequent’ as 10 or more calls in a six month period. The patient is seen as a key stakeholder, with initial contact being a written invitation to participate. Following a one-on-one needs assessment, an interagency care planning meeting is held with participation from all current and potential service providers.
The patient is encouraged to attend interagency care planning meetings (with support provided as necessary), is aware of the reasons why interventions are necessary and has input into the interventions that will be implemented.
The FUM is working the Integrated Care team and LHDs to improve the collaborative management and review of these patients.
Please visit Whole of Health Aged care for more information on aged care related initiatives.
The FUM Program was awarded the NSW Health Innovation Award for “Patients as Partners” category for 2013. This award aims to acknowledge projects/programs which promote collaboration between the patient and the health care team to improve health. This FUM program was able to demonstrate innovation in: