Integrated systems to improve care for very high intensity users of hospital emergency department and for long-term conditions in the community.

Adult patients who are very high intensity users of hospital emergency departments (VHIU) have complex medical and psychosocial needs. Their care is often poorly coordinated and expensive. Substantial health and social resources may be available to these patients but it is ineffective for a variety of reasons. In 2009 Counties Manukau District Health Board approved a business case for a programme designed to improve the care of VHIU patients identified at Middlemore Hospital. The model of care includes medical and social review, a multidisciplinary planning approach with a designated 'navigator' and assertive follow-up, self and family management, and involvement of community based organisations, primary care and secondary care. The model has been organised around geographic localities and alongside other initiatives. An intermediate care team has been established to attend to the current presenting problems, however the main emphasis is on optimising ongoing care and reducing subsequent admissions especially by connecting patients with primary health care. This whole process could be driven by the primacy care sector in due course. The background and initial experience with implementation are described.