22489 - 2019 - Frequent Callers

1. Any policies and guidance regarding the operation of a frequent caller service.

2. The standards and requirements for placing a person or address onto the frequent caller list, and for removing a person or address from a frequent caller list.

3. The total number of persons or addresses on a frequent caller list for the years 2018, 2017 and 2016.

4. The number of calls made from those persons or addresses prior to and after being placed on a frequent caller list.

5. The number of times an emergency resource was dispatched to a person or address prior to and after it was placed on a frequent caller list.

 

  • Reference:
    22489
  • Response:

    1. Any policies and guidance regarding the operation of a frequent caller service.


    Please note that the information you have requested can be found on the Trust’s website: https://www.eastamb.nhs.uk/policy-libraries/policy-for-the-management-of-patients-with-defined-individual-needs/285. As this information is publicly available the Trust is not obliged to provide this again and will be applying exemption s.21 of the Freedom of Information Act to this request.

    2. The standards and requirements for placing a person or address onto the frequent caller list, and for removing a person or address from a frequent caller list.

    We work to a nationally agreed criteria as to who qualifies as a frequent caller. This criteria is set by the Frequent Caller National Network (FreCaNN) which comprises of representatives from every ambulance service within the UK including Northern Ireland, with the exception of West Mids. FreCaNN meets quarterly. The current criteria is as follows:

    Children< 18 years: 3 or more calls within a 6 month rolling period

    Adult’s = 18:
    * 5 or more calls in one month
    * 12 or more calls in three months

    Communal addresses: 15 or more calls in a one month period
     
    All patients whom are placed on a management plan as per our policy have their plan reviewed every six months as a minimum (reviews will take place sooner as required i.e. if the patient’s clinical condition deteriorates). At review if their call volume has fallen below the above criteria then their plan will be removed.

    3. The total number of persons or addresses on a frequent caller list for the years 2018, 2017 and 2016.

    Unfortunately the Trust only holds the information from 2018. The information is not readily available and the Trust would be required to search through multiple documents to find this information. The Trust has calculated that this work, extract and collate this information would take over the 18 hours as defined by the Freedom of Information Act 2000, and therefore we will be applying section 12 of the Act to this part of your request.

    183x persons on a frequent caller plan as per Trust policy as of October 2018. Plan start dates ranged from 2014 through to 2018

    4. The number of calls made from those persons or addresses prior to and after being placed on a frequent caller list.

    14,590 calls made by these 183 persons in the 12 months prior to being placed on a plan
    10,299 calls made by these 183 persons in the 12 months post being placed on a plan (or <12 months if plan not active for 12 months at time of data)

    5. The number of times an emergency resource was dispatched to a person or address prior to and after it was placed on a frequent caller list.

    6,578 ambulances attended these 183 patients in the 12 months prior to being placed on a plan
    3,270 ambulances attended these 183 patients in the 12 months post being placed on a plan (or <12 months if plan not active for 12 months at time of data)

     

  • Area:
    Trust wide
  • Category:
    • Calls
    • Emergency Operations
  • Month:
  • Year: