High Intensity Users (HIU) Lead in Lincoln

We are excited to recruit a full-time HIU Lead to support our Complex Care Service, a pioneering initiative within our Primary Care Network (PCN), made up of our GP practices working in close partnership with neighbourhood teams. The HIU Service supports individuals who frequently attend A&E or use emergency services more than expected. Many face complex challenges including poor physical or mental health, housing instability, loneliness, or substance misuse. This service takes a person-centred approach, building trusted relationships and offering long-term, practical support to help people access the right care and improve their quality of life.

Main duties of the job

• This is a non-clinical role focused on listening, understanding, and empowering.
• Work directly with individuals to explore what’s going on in their lives.
• Build trust and offer guidance tailored to each person's needs.
• Connect people with appropriate services including health, housing, social care, and community support.
• Take a collaborative, person-centred approach to reduce avoidable emergency service use.

About us

Lincoln Healthcare Partnership (LHP) PCN is a forward-thinking, innovative PCN made up of two practices (4 sites) based in central Lincoln with a patient population of just under 40,000 people. The population of the LHP PCN has a higher percentage of working age adults and includes a high number of Lincoln University students as we run a practice on the University campus site. We have a smaller than average number of older residents and we also manage a number of care homes based in central Lincoln. Being a city centre PCN with a younger than average population along with a higher level of deprivation and prevalence of mental health than the Lincolnshire average which influences our health care needs and the associated service provision.

Job responsibilities

The post holder will work as an employee of Lincoln Healthcare Partnership (LHP) Primary Care Network through Heart of Lincoln Medical Group. It will be LHP PCNs collective responsibility to lead to the transformation of culture, behaviours and attitudes of high intensity users of health care and changing the behaviour and wellbeing of the HIU client group. The post holder's role is to contribute to the changes and role model the appropriate behaviours to influence others.

The post holder will act as high intensity use lead working with people with high intensity use of healthcare, through direct contact with the client group, seek to create a connection and discover and address any underlying reasons (social or emotional) that may be contributing to elevated health care contacts. This will deliver measurable improved outcomes for the benefit of clients, staff, and the community.

Expected Outcomes

• Impact positively on reducing the high intensity use of healthcare.
• Support clients to flourish through sustaining job opportunities, reconnecting with families, improving well-being etc.
• A new culture of 1:1 coaching as a medium to deliver sustainable change.

The post holder is responsible for creating an innovative way of supporting the reduction in high intensity use of A&E. They will facilitate discussions and advise colleagues as to how best practice might be adopted for future development of the service and oversee their delivery. Lead in removing potential barriers and stigma associated with HIU to promote equality, diversity and safeguarding service wide.

The HIU Lead will act as an advocate for the client, guiding them through the complex journey and multi-faceted approach to encourage appropriate use of scheduled and unscheduled care services. A further element of the role would be coordination, sharing and learning of the work with community-based staff to promote safe practice and sustainability.

Main Purpose of Job

To provide holistic one to one person centred support for people aged 18 and over who have high dependency on emergency services and who are frequent visitors/callers of A&E, the Urgent Care Centre and East Midlands Ambulance Service.

Key Tasks and Responsibilities

• To provide holistic one to one person centred support for people aged 18 and over who have high dependency on emergency services and who are frequent visitors, callers of A&E, the Urgent Care Centre and East Midlands Ambulance Service.
• Carry out the role of a facilitator, broker, sign poster, community connector and navigator, acting as an enabler between the voluntary and community sector, patients, GPs and health clinicians, and social care.
• Provide support to patients, generally in their own homes, up to 3-4 months to help direct and connect them to alternative sources of non-medical support services and activities.
• Offer a personalised approach to sensitively uncover the real reasons for them calling 999 or presenting frequently at A&E UTC.
• During client visits undertake an assessment to gather baseline data and to identify the support needs and actions. Generating personalised care and support or wellbeing plans, which may include risk management.
• Ensure support actions agreed with the patient are carried out by the service.