Cambridgeshire County Council has secured more than £600,000 in funding to continue delivering a pioneering High Impact Use (HIU) service, helping residents with complex needs access the right support while reducing their visits to hospital Accident and Emergency departments by at least 40%.
The HIU Service supports the Council’s ‘Enable full, healthy lives for all’ ambition, by working with residents who frequently attend A&E but whose needs are often rooted in wider social, emotional or practical challenges rather than medical issues alone.
The Council's Communities, Social Mobility and Inclusion Committee has approved a new agreement with NHS Central East Integrated Care Board (ICB), bringing £609,552 of funding for 2027/28.
Since launching in October 2024, the service has delivered positive outcomes for residents while helping to reduce pressure on frontline health services. Analysis by the ICB found that health-related costs for an initial cohort of service users fell from an average of £18,333 per person per year to £3,401 per person per year following support from the service.
One resident was referred to the HIU service after a series of life-changing events led to repeated attendance at emergency departments.
Having previously worked as a manager in schools, the resident lost their job during the Covid-19 pandemic. At the same time, the breakdown of a long-term relationship left them without a family home, and they moved between hostels and temporary accommodation. As their circumstances deteriorated, alcohol misuse escalated and contributed to falls, seizures, poor mental health and frequent visits to A&E.
The HIU team worked intensively alongside them, supporting attendance at medical appointments, helping them engage with specialist alcohol services, providing practical support such as travel assistance and advocating with housing providers. The team also offered daily coaching and encouragement to help them take positive steps towards recovery and independence.
As a result, their emergency department attendances reduced significantly, and they were supported into a residential rehabilitation programme. Following successful completion of treatment, they moved into supported accommodation and were able to rebuild relationships with family members, including being reunited with their sons.
Another success story is from a resident referred to the HIU service after experiencing homelessness, alcohol addiction and declining physical and mental health.
A successful professional earlier in life, the resident found themselves without stable accommodation or a support network after a relationship breakdown. Frequent falls, alcohol withdrawal and other health concerns resulted in repeated use of emergency healthcare services.
Following referral from an acute hospital alcohol care team, the HIU service coordinated support across a range of organisations. The team helped the resident access healthcare, secure benefits, attend appointments and find accommodation. They also worked with community and voluntary sector organisations to provide essential household items and practical support while liaising with specialist services following a diagnosis of Parkinson's disease.
Through this coordinated approach, the resident secured more permanent housing, improved engagement with healthcare services and achieved greater stability and independence. The ongoing support has enabled them to focus on rebuilding important personal relationships and establishing a more secure future.
Councillor Alison Whelan, Chair of Communities, Social Mobility and Inclusion Committee at Cambridgeshire County Council, said:
"The High Impact Use service shows what's possible when organisations work together to support residents in a more personalised and preventative way.
"Many of the people supported by the service face complex challenges that cannot be resolved through healthcare interventions alone. By helping residents access the right support at the right time, we can improve outcomes for individuals, helping them live independently and create stronger ties, while also reducing demand on our hospitals and emergency services.
"We're pleased to continue this important partnership with the Integrated Care Board and build on the positive results already achieved."
Cambridgeshire County Council remains the only local authority in the country to host a High Impact Use service directly. The innovative model has attracted national recognition, including a visit from NHS England representatives who highlighted the service as a strong example of community-led practice. The service has also received an Outstanding Achievement Award from North West Anglia NHS Foundation Trust in recognition of its partnership approach.
The funding will enable the Council to continue hosting the High Impact Use Operational Team throughout the 2027/28 financial year in partnership with the Integrated Care Board, local hospitals and the East of England Ambulance Service.
