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Frequent Callers Project Wins Top Health Award

27 October 2010

A member of staff at Yorkshire Ambulance Service, who has successfully reduced the number of frequent 999 callers, has been recognised with a top health award.

Annette Strickland, Clinical Hub Team Leader at the Trust won the Success in Partnership Working Award at the Yorkshire and the Humber Health and Social Care Awards this month.

Annette led the Frequent Callers Project in the region which aims to identify people who regularly call 999 and require some kind of help, but not necessarily assistance from our A&E crews.

From 1 April 2009 to 31 March 2010, the project helped to reduce frequent callers from across Yorkshire by an estimated 8%, which equates to a saving of over £300,000.

Pictured at the awards ceremony in Leeds, left to right, Margaret Edwards - Chairman of Yorkshire and the Humber Strategic Health Authority, Anna Smith - Commissioner at NHS Bradford and Airedale, Angela Harris - Community Matron in Kirklees, award winner - Annette Strickland, Sandra Gott - Community Matron in Kirklees and Duncan Wood - ITV Calendar. 

Annette commented on her achievement: “This is a fantastic reflection of the hard work and commitment from both staff at Yorkshire Ambulance Service and our healthcare partners who have worked together for the benefit of these patients.

“Frequent callers cause widespread frustration amongst many frontline staff and tie up valuable resources, so we felt it was very important to find a way of easing the pressure these callers caused.

“In conjunction with our healthcare partners we identified the issues relating to any frequent callers and worked with them to put alternative pathways in place for their specific needs. By doing this, these individuals are now able to access more appropriate services which will help to reduce the number of times they call 999 for an ambulance, leaving our resources free for those who really need them.”

Annette will go forward for the national finals award ceremony in Liverpool in November 2010.

The Trust was also represented in the Acute Care Award category by the Hull Cycle Response Unit. Although the team did not win, it was an excellent contender, and it was a great achievement to be short-listed to the final three.

The awards, now in their ninth year, exist to highlight innovation and excellence in frontline health and social care. For further information about the awards, go to http://www.institute.nhs.uk/hsca/national.aspx

Produced By: Corporate Communications Department