Innovating Crisis Care: A Multi-Agency Model for High Intensity Users
Rhian Bradley, Afifa Qazi, Sara CasadoAims:
The ethos of this project was that regular users of mental health services have complex needs, often falling through the cracks of service provision, which can result in poor and inconsistent care. In the context of our work, these high intensity users (HIU) are defined as having five or more referrals to acute psychiatric services within 90-days. Our aim was to improve the patient experience through working holistically, in a co-produced manner, within a whole system approach, as endorsed within NHS Right Care, Right Person and The Mental Health Crisis Care Concordat.
Methods:
Co-production with:
Staff: HIU leads have been empowered to adapt overarching processes to their local population. Staff feedback has been considered. Patients/carers: Focus groups were conducted with lived experience representatives, with ongoing input at system-wide interface meetings. External stakeholders: Workshops were conducted with statutory and non-statutory partners.
Resulting in:
HIU leads in acute and community directorates, supported by clinical lead. Multi-agency professional meetings to inform safety planning. Specific HIU safety plans, coproduced as therapeutic tools. These plans empower and support clinicians to provide consistent and safe care, with a focus on working with emergency services. Monthly, system-wide HIU interface meeting with external partners. Information sharing with our system-wide partners. Trust wide promotion and resources.