The HIU Service supports the Council’s ambition to enable full, healthy lives for all. It works with residents who frequently attend A&E but whose needs are often rooted in wider social, emotional, or practical challenges rather than purely medical issues.
The Council's Communities, Social Mobility and Inclusion Committee has approved a new agreement with NHS Central East Integrated Care Board (ICB), securing £609,552 of funding for the 2027/28 financial year. Since its launch in October 2024, the service has delivered positive outcomes, reducing health-related costs for users by an average of over £14,900 per person per year, according to ICB analysis.
One resident, a former school manager who lost their job during the Covid-19 pandemic and experienced relationship breakdown and housing instability, was referred after repeated A&E attendances due to alcohol misuse, falls, seizures, and poor mental health. The HIU team provided intensive support, including medical appointment attendance, engagement with specialist alcohol services, travel assistance, and advocacy with housing providers. Daily coaching and encouragement helped the resident move towards recovery and independence, significantly reducing emergency department visits and leading to a residential rehabilitation programme and supported accommodation.
Another success story involves a resident referred after experiencing homelessness, alcohol addiction, and declining physical and mental health. Following referral from an acute hospital alcohol care team, the HIU service coordinated support across multiple organisations. The team assisted with healthcare access, benefit claims, appointments, and accommodation, while also liaising with community and voluntary sector groups for household items and practical support, and specialist services following a Parkinson's disease diagnosis. This coordinated approach resulted in more permanent housing, improved healthcare engagement, and greater stability and independence.
Councillor Alison Whelan, Chair of Communities, Social Mobility and Inclusion Committee at Cambridgeshire County Council, highlighted the service's success. "The High Impact Use service shows what's possible when organisations work together to support residents in a more personalised and preventative way," she stated. "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 is the only local authority in the country to host a High Impact Use service directly. The model has gained national recognition, including a visit from NHS England representatives and an Outstanding Achievement Award from North West Anglia NHS Foundation Trust. 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.
