NHS using AI to predict frequent emergency service users

The NHS is using AI to predict patients who are at risk of becoming frequent users of emergency services, so staff can get them more appropriate care at an earlier stage.

High Intensity Use (HIU) services have been rolled out to support more than 125 emergency departments across England, providing patients with one-to-one coaching support in their own homes to tackle the root cause of why they are visiting A&E.

These services use the latest data to find the most regular attendees in their area to identify and resolve the reasons patients are coming forward for care so regularly – often associated with poverty and social isolation.

Amanda Pritchard, chief executive at NHS England, said: “The NHS is going into winter busier than ever before and as ever, despite huge pressure and a potential ‘quad-demic’, our incredible staff are doing everything within their power to provide the best possible care to patients.

“We know that a small proportion of the population are much more likely to use A&E or ambulance services, so it is important we give them the targeted support they need this winter before they get to the front door of an emergency service – this is much better for them but will also help to relieve pressure on the NHS.

“Initiatives like using AI to spot those who may need extra support in the community help provide more personalised care and must be central to our 10 year health plan.”

More than 360,000 patients attend A&E more than five times every year, but using data-powered initiatives to identify them, NHS teams are proactively reaching out with support before they walk through the front door of an emergency room.

Initiatives like this have already helped reduce the number of frequent attendances by more than half in some parts of the country, according to a NHS England press release.

South Tees Hospitals NHS Foundation Trust recruited a dedicated keyworker to offer social, practical and emotional support to 20 HIU individuals and helped them more than halve their visits to A&E – down from 33 times per year.

New Cross Hospital in Wolverhampton created a HIU service to recognise people in crisis and improve the health outcomes of those who face the highest deprivation and health inequalities in their area.

The service, combining community outreach with a dedicated clinical lead, led to a significant improvement in the wellbeing of frequent attenders and a reduction in hospital attendance by almost three fifths (58%).

Norfolk Community Health and Care NHS Trust also established a HIU service which worked closely with more than 400 of the most frequent attenders to A&E.

Teams in north east London are also using AI-powered prediction software which routinely collects hospital data to identify patients who require immediate preventative support to avoid future, unplanned visits to the hospital.

This includes supporting patients with long-term conditions, like asthma or diabetes, and having a healthcare professional reach out to them to offer them personalised, preventative support and self-management techniques.