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High Intensity User Service

High Intensity User Service

The High Intensity User (HIU) service provides support and guidance to people who may find they are using healthcare services more frequently than usual. In 2019, Medvivo was commissioned to host this service in Bath and North East Somerset, and Swindon.

"We are committed to improving patient care and this was noted as an 'outstanding' area of practice during our CQC inspection. Through collaboration, with our public, private and voluntary sector partners, we aim to deliver meaningful and improved outcomes for the benefit of everyone.”
Michelle Reader, Chief Operating Officer

How the service works

NHS services identify the people in the area who have attended the Emergency Department the most frequently. Their details are shared with the HIU Leads who make contact with them to offer support and discuss how their wellbeing could be improved. This may include signposting to other services that may better meet their needs, supporting to liaise with medical professionals, encouraging them to join local community groups or finding new ways to engage with people.

Often people have difficulty expressing their problems and finding how to get the right support for their wellbeing. The HIU Leads work collaboratively, actively listening and “walking alongside” them to try and promote wellbeing while ensuring their healthcare needs are being met.

HIU Leads

Photo of Victoria


Victoria has worked in and volunteered in numerous roles in the Health and Social Care sector for the last 25+ years. One of the people Victoria supports says:.

“Victoria is very personable, a calm devoted person to those who she works with. She establishes an excellent rapport with her clients enabling them to feel safe and important in their time when working with her 1-1. Victoria encourages those she works with to pursue activities and passions to give them a purpose, a feeling of importance and a contribution to the world." 


Photo of Nicky


Nicky has worked within Social Care for the past 20+ years. She is keen to ensure that the people she works with can be supported in accessing the right care to meet their needs. When talking about her role, Nicky says:

"I enjoy building relationships with the people I am supporting and building trust, this is key to sourcing the right support for that person when they are experiencing more challenging times."



Photo of Sasko


Sasko has a background of 12 years in Health and social care which span emergency services and a community role in a local Health Centre. He is patient focused and determined to help those he works with find the right support. Sasko adds:

"I am very much a people person and know from my own experience life can be challenging. We all need a helping hand at times and I aim to build trust and close relationships to support and assist those I work with to find solutions that work."


If you have any queries about this service please get in touch by calling 0800 6444 200 or email

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