BACKGROUND Emergency ambulance services are integral to providing a service for those with unplanned urgent and life-threatening health conditions. However, high use of the service by a small minority of patients is a concern. Our objectives were to describe: service-wide and local policies or pathways for people classified as Frequent Caller; call volume; and results of any audit or evaluation. METHOD We conducted a national survey of current practice in ambulance services in relation to the management of people who call the emergency ambulance service frequently using a structured questionnaire for completion by email and telephone interview. We analysed responses using a descriptive and thematic approach. RESULTS Twelve of 13 UK ambulance services responded. Most services used nationally agreed definitions for 'Frequent Caller', with 600-900 people meeting this classification each month. Service-wide policies were in place, with local variations. Models of care varied from within-service care where calls are flagged in the call centre; contact made with callers; and their General Practitioner (GP) with an aim of discouraging further calls, to case management through cross-service, multi-disciplinary team meetings aiming to resolve callers' needs. Although data were available related to volume of calls and number of callers meeting the threshold for definition as Frequent Caller, no formal audits or evaluations were reported. CONCLUSIONS Ambulance services are under pressure to meet challenging response times for high acuity patients. Tensions are apparent in the provision of care to patients who have complex needs and call frequently. Multi-disciplinary case management approaches may help to provide appropriate care, and reduce demand on emergency services. However, there is currently inadequate evidence to inform commissioning, policy or practice development.

中文翻译：

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紧急救护车服务如何满足经常打电话的人的需求？对英国当前做法的全国调查。

背景技术紧急救护车服务对于为那些有计划外紧急和危及生命的健康状况的人提供服务是不可或缺的。然而，少数患者对服务的高度使用是一个问题。我们的目标是描述： 针对被归类为常来电者的人的服务范围和本地政策或途径；通话量；任何审计或评估的结果。方法 我们对救护车服务的当前实践进行了一项全国性调查，该调查与管理经常呼叫紧急救护车服务的人有关，使用结构化问卷调查，通过电子邮件和电话采访完成。我们使用描述性和主题性方法分析响应。结果英国 13 家救护车服务中有 12 家做出了回应。大多数服务使用国家认可的“常来电者”定义，每月有 600-900 人符合此分类。服务范围的政策已经到位，但有地方差异。护理模式不同于在呼叫中心标记呼叫的服务内护理；与来电者取得联系；和他们的全科医生 (GP)，目的是阻止进一步的呼叫，通过旨在解决呼叫者需求的跨服务、多学科团队会议进行案例管理。尽管可以获得与呼叫量和符合“常来电者”定义阈值的来电者数量相关的数据，但没有报告正式的审计或评估。结论 救护车服务面临着应对高敏度患者具有挑战性的响应时间的压力。在为有复杂需求和经常打电话的患者提供护理方面，紧张局势显而易见。多学科病例管理方法可能有助于提供适当的护理，并减少对紧急服务的需求。然而，目前没有足够的证据为委托、政策或实践发展提供信息。