An innovative service that helps residents who frequently attend hospital Accident and Emergency (A&E) departments will continue to be hosted by Cambridgeshire County Council.
At a meeting of the Communities, Social Mobility and Inclusion committee today (Thursday 16 October), councillors gave the council the go-ahead to enter into a new Section 256 Agreement. This agreement signals continued partnership with the Cambridgeshire and Peterborough Integrated Care Board (ICB), who have committed £600,000 in funding for the council to run the High Impact Use (HIU) team in 2026/27.
The HIU team works with residents who make repeated visits to A&E, often because of complex needs that are not primarily medical. By focusing on individuals’ concerns and building personalised support plans, the team connects service users with the right combination of health, housing, benefits, and community services. This approach has been shown to reduce A&E attendances and unplanned hospital admissions nationally by at least 40 per cent.
Cambridgeshire County Council is currently the only local authority in the country to host such a service, and its community-led model is being promoted nationally as an example of good practice. Locally, the project has already received an Outstanding Achievement Award from one of the county’s acute hospital trusts.
In 2023, the Cambridgeshire and Peterborough Integrated Care System spent an estimated £28 million of NHS funding on emergency care for around 4,500 people who attended A&E between five and ten times a year - an average of £6,200 per person. The HIU service aims to reduce this demand by tackling the wider social, practical, and emotional factors that drive repeated A&E use.
An evaluation of the project’s first year has recently concluded, with early findings showing significant positive impacts for both the individual residents and financial savings to the NHS and the wider system. Service users, link workers and partner organisations highlighted the programme’s personalised and practical support, from help with housing and benefits to coordinated clinical care. Many users reported increased confidence and improved ability to navigate services, while partners noted that the council-hosted model filled vital gaps and eased pressure on overstretched teams.
Cllr Alison Whelan, Chair of the Communities, Social Mobility and Inclusion committee, said: “This project is transforming the way we support residents who turn repeatedly to A&E, often because they don’t know where else to go. By listening, understanding their needs, and connecting them with the right support, we’re improving lives and reducing pressure on our health services.
“The team plays a vital role in supporting our ambition to reduce health inequalities for our residents, and in supporting our vision of a more caring Cambridgeshire for everyone.”
The HIU Operational Team was first established in 2024 as part of an 18-month pilot project, following committee approval in March of that year. This new Section 256 Agreement will allow the service to continue its work into 2026/27, ensuring there is no break in support for residents.
For more information about the council’s work to support local communities and improve health outcomes, visit Cambridgeshire County Council’s website: High Impact Use Service | Cambridgeshire County Council
