Intensity Users; HIU Lead

Fixed-term or Secondment (with approval)

We are excited to recruit a full‑time HIU Leadto support our Complex Care Service, a pioneering initiative within our Primary Care Network (PCN), made up of our GP practices working in close partnership with neighbourhood teams.

The HIU Service supports individuals who frequently attend A&E or use emergency services more than expected. Manyface complex challenges including poor physical or mental health, housing instability, loneliness, or substance misuse. This service takes aperson-centred approach, building trusted relationships and offering long‑term,practical support to help people access the right care and improve their quality of life.

This is a non‑clinical role focused on listening, understanding, and empowering. As a HIU Lead, you will:

• Work directly with individuals to explore whats going on in their lives
• Build trust and offer guidance tailored to each persons needs
• Connect people with appropriate services including health, housing, social care, and community support
• Take a collaborative, person‑centred approach to reduce avoidable emergency service use

Lincoln Healthcare Partnership (LHP) PCN is a forward thinking, innovative PCN made up of two practices (4 sites) based in central Lincoln with a patient population of just under 40,000 people.

The population of the LHP PCN has a higher percentage of working age adults and includes a high number of Lincoln University students as we run a practice on the University campus site. We have a smaller than average number of older residents and we also manage a number of care homes based in central Lincoln.

Being a city centre PCN with a younger than average population along with a higher level of deprivation and prevalence of mental health than the Lincolnshire average which influences our health care needs and the associated service provision.

The post holder will work as an employee of Lincoln Healthcare Partnership (LHP) Primary Care Network through Heart of Lincoln Medical Group.

It will be LHP PCNs collectiveresponsibility to lead to the transformation of culture, behaviours and attitudes of high intensity users of health care and changing the behaviour and wellbeing of the HIU client group.

The post holders role is to contribute to the changes and role modelthe appropriate behaviours to influence others.

The post holder will act as high intensity use lead working with people with high intensity use of healthcare, through direct contact with the client group, seek to create a connection and discover and address any underlying reasons (social or emotional) that may be contributing to elevated health care contacts. This will deliver measurable improved outcomes for the benefit of clients, staff, and the community.

The main focus includes unmet social needsthat present as medical or mental health episodes to A&E. Other reasons why HIU individuals attend healthcare more than expected include, homelessness, individuals who self-harm,and medical, social presentations.

They may not be accessing scheduled services and therefore rely heavily on unscheduled services. The ability to connect with others is pivotal to this role, actively listening and working together to underpin changes the client needs support with rather than resorting to punitive measures.

Our key expectations of the HIU lead roleare:

Positivity with a real senseof being able to strive for the impossible

Generosity of spirit

Ability to negotiate with stakeholders as well as the client themselves

Job Summary

A highly motivated, emotionally intelligent,and resilient person with leadership skills, whose drive is quality client care and who thrives off innovation.

Lateral thinking, which is out of the box is encouraged to support this vulnerable client group.

The Objectives of the Service are:

Measurable:

Identify those at greatest risk of A&E attendance and non-elective admissions.

Proactively work with arolling cohort of HIU clients, really understanding what they need.

To coordinate wellbeing and connect with other services, enrolling them to help to get to the desired end.

Reducing 999 calls as anatural by-product (possibly…