Way Forward: Reducing High Intensity Use of Emergency Care

11 May 2026

What is Way Forward?

Way Forward is Healthwatch Wirral’s non‑clinical High Intensity Use (HIU) programme, designed to support people who frequently attend urgent and emergency care. Rather than focusing on treatment in hospital, the project gave personalised, community‑based support to help people understand what help is available and how to feel more confident in managing their health and wellbeing.

Many people who attend Emergency Departments are often dealing with a mix of long‑term health conditions, anxiety about their health, past trauma, loneliness, or difficult life circumstances. Way Forward worked alongside individuals to explore these issues and help them find the right support, from the right service, at the right time.

The pilot ran from March 2025 to March 2026. During this time, our Way Forward team provided consistent, one‑to‑one support. By building trusting relationships and helping people navigate GP services, community organisations, and voluntary support, the programme aimed to reduce unnecessary emergency care use while improving confidence, independence and quality of life.

How Way Forward worked

• Non‑clinical, one‑to‑one coaching delivered in the community.
• A holistic approach that considered mental health, physical health and wider life circumstances.
• Practical help to navigate GP services and support in the community.
• Consistent contact to reduce anxiety and build confidence.
• A focus on empowerment and positive behaviour change.

What difference did it make?

• Across 12 months, 22 people were supported with one-to-one interventions.
• A 52.70% reduction in Emergency Department attendances across the project.
• A 52.88% reduction in non-elective admissions during the first 6 months.
• An estimated £129,831 cost avoidance across ED attendances and non-elective admissions.
• A 99.5% return on investment, saving £1.99 for every £1 invested.
• Widely supported access across the entire health and care system, including primary care, community services, social prescribing, housing support, mental health support, and voluntary sector opportunities.

Our full report below shares pen portraits showing individual Way Forward journeys and wider learning for the health and care system from this successful pilot.