North Middlesex University Hospital: High Intensity Users Pilot Survey
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Healthwatch Haringey was approached by the North Middlesex University Hospital to undertake engagement to understand why a significant number of people frequently attended its Accident and Emergency Department to work with them to address the issues that underpinned this behaviour. They spoke to around 20 people during the period February to August 2020.
They found:
- The clients had a wide range of underlying problems that needed to be addressed which, if resolved, would almost certainly remove their desire to attend A&E.
- There were some surprising explanations, e.g. some clients used A&E attendance as an excuse not to be sanctioned by DWP for failing to meet their job search related obligations.
- Ironically, some of their problems, e.g. fear of debt collectors and being sanctioned by DWP were less of a concern during the lockdown which reduced their anxiety relating to these pressures.
- Some of the frequent attenders were living in care homes and other supported living accommodation.
- Most of the clients did not have a positive experience when they attended A&E which makes their frequent visits even more difficult to understand but highlights the complexity of the reasons for them doing so.
- intervention from an individual with appropriate training and experience of working with vulnerable adults can, in many cases, help them resolve underlying issues and help them move to more constructive and positive behaviours.