What drives repeated attendance at emergency departments – and what would it take to change it?

In this episode of The Next 20, Chris Bradley speaks with Diane Hargreaves, National Practice Development Manager for Health and Care Services at the British Red Cross, about their High Intensity User (HIU) services and their role in supporting individuals who use urgent and emergency care most frequently. Together, they explore what sits behind high intensity use, and what the HIU service model tells us about redesigning public services around public value – improving outcomes for individuals while reducing pressure on the system as a whole.