Reducing frequent caller utilisation of ambulance services: A literature review of effective strategies

Abstract

Background: Frequent callers to have been identified as placing significant strain on ambulance services through decreased system efficiency and increased costs. Frequent callers often have interconnected complex physical, mental, and social needs, bringing them in to contact with ambulance services.

Aims: This review synthesised evidence on strategies to mitigate frequent caller impact on ambulance services while meeting callers’ person-centred needs.

Methods: Major databases were systematically searched for relevant studies and critically appraised. Main themes were analysed and reported on.

Findings: Preliminary evidence indicates mass distribution letters, case management, and caller management systems may reduce frequent caller impact. Clear definitions and identification systems are essential for ambulance services, in addition to information sharing across services and exploring multi-component strategies. Understanding reasons behind calls can enable more personalised, effective care.

Conclusion: Initial evidence points to promising frequent caller reduction strategies, however further high-quality research is urgently needed to confirm effectiveness and support implementation.