Kent Community Health NHS Trust
West Kent CCG set up a pilot Frequent Service User Manager service in 2017 to address the unmet social, medical, psychological and emotional needs of adults identified as frequent users of urgent care services, principally Accident and Emergency departments. Jill Whibley and Philippa Brewer (the Frequent Service User Manager and FSUM Support Worker) adopt a case management approach and work intensively with each individual to find effective solutions and support. Some often simple interventions have had a positive impact on patients’ lives and experience at the same time as having a positive impact on demand among these patients.
Nominated by: Rt Hon Greg Clark MP