High Intensity Use (HIU) services currently address the needs of individuals aged 18+ who attend the emergency department (ED) more than expected. HIU services support people with barriers to accessing healthcare, including those in the Core20PLUS5 populations. Clients often experience social isolation, loneliness, substance misuse, mental health conditions, or homelessness and rough sleeping.

The session will provide an overview of HIU and its alignment with the national healthcare inequalities improvement (HII) strategy, a system perspective on how to overcome common challenges such as limited funding, a frontline view of how the service is delivered, its impact, and how it differs from mainstream health services. A British Red Cross HIU practice manager will share case studies highlighting health inequalities, and our HIU client will share how HIU work has prevented attendances and shifted their care towards the community.