A SCHEME to help extremely vulnerable residents who repeatedly dialled 999 seeking medical help has been hailed a success after almost a year in operation.

North West Ambulance Service (NWAS) decided in April last year to aid people with multiple and complex needs across Greater Manchester who were calling the emergency line a disproportionate and unnecessary amount of times.

With the assistance of partners like charities and social services, staff intervened and resolved the background issues of 83 people who phoned either five times or more in one month or 12 times or more in three months.

The work was carried out by the Frequent Caller Team set up in 2014 to deal with people who are in regular contact with 999 operators for a variety of reasons.

The frequent caller lead for NWAS, Angela McNally, who implemented the scheme, said: “The fact we have been able to identify a range of vulnerable individuals, who have very complex issues, and give them the help and support they need has really helped the service.

“Not only has the scheme had a positive impact on the lives of those individuals, but it has helped to free up the trust’s resources for patients with life-threatening issues.”

Before the frequent caller team intervened, the patients identified had made a total of 667 calls to the service and were transported to A&E 335 times. Between April and December 2015, the same people had dialled for an ambulance on just 242 occasions, a reduction of 64 per cent reduction.

Those calls led to 76 A&E attendances, a 77 per cent drop. Specific numbers of frequent callers for each Greater Manchester borough are not available due to patient confidentiality but the scheme has assisted individuals from all across the region.

The 83 people identified were the “most prolific cohort” and presented a range of profiles from OAPs with physical difficulties to young adults with mental health issues.

Mrs McNally said: “There are a number of patients with complex medical needs who need that support.

“One of those individuals was a 60-year-old gentleman who lived alone and suffered from anxiety and panic attacks. He was continuously phoning 999 because he felt like he could not breathe – despite being reassured by a number of crews who came to his assistance. With the support provided by the NWAS Frequent Caller Team, the gentleman was assigned a case manager.

“Meetings took place between the case manager and his neighbourhood manager. It was then discovered the patient was being pressured into buying alcohol for a neighbour.

“The patient was then moved to a place of safety after professionals intervened and he is now living in a safe and healthy environment.

“This is an example of what can be achieved when help is provided to vulnerable patients who are contacting the service an abnormal number of times, ensuring they are given the support and treatment needed to lead a healthy life.

“The remarkable success of our work with patients suffering from multi-complex needs stems from our joint working with commissioners in developing the frequent caller model.”