Our services

High Intensity User Services at NCH&C is a team of Health Improvement Professionals that supports patients who frequently attend A&E.

By providing a range of different care services in the community, the team aims to reduce A&E admissions where a different care approach would be more appropriate. Our Health Improvement Professionals do this by connecting patients with other services, communities and organisations that best support their needs.

High Intensity User Services is a new team at NCH&C. Since launching, the HIU team has helped reduce A&E attendance by 58% with a subsequent 62% reduction in admissions.


Who we care for

HIU supports patients who regularly call an ambulance or attend A&E as they have nowhere else to go. These are often vulnerable patients, who may be experiencing a combination of physical health conditions, substance misuse, depression, anxiety, abuse, financial problems, or homelessness.

While A&E is not the most appropriate care option for these patients, the HIU team helps them to manage their health conditions and social situation through community-based care.

Our Health Improvement Professionals come from a range of different disciplines, providing compassionate and non-judgemental health coaching across Norfolk.



Patients may be referred to the HIU team from A&E at the NNUH and Queen Elizabeth Hospital in King’s Lynn.


Help with health costs

If you're referred to hospital or other NHS premises for specialist NHS treatment or diagnostic tests by a doctor, dentist or another primary care health professional, you may be able to claim a refund of reasonable travel costs under the Healthcare Travel Costs Scheme (HTCS). Find out more about the HTCS.


How to have your say

A guide for friends and family carers about ways to help us improve the experience of receiving care from our Service.
How to have your say leaflet