Reducing frequent caller use of ambulance services: a review of effective strategies

Background: Frequent callers are known to place significant stress on ambulance services through decreased system efficiency and increased costs. Frequent callers often have interconnected and complex physical, mental and social needs, which bring them into contact with ambulance services. Aims: This review synthesised evidence on strategies to mitigate frequent caller impact on ambulance services while meeting callers' individual needs. Methods: Major databases were systematically searched for relevant studies and critically appraised. Main themes were analysed and reported on. Findings: Preliminary evidence indicates that mass-distribution letters, case-management and caller-management systems may reduce frequent caller impact. Ambulance services require clear definitions and identification systems; information should be shared between services and multi-component strategies explored. Understanding the reasons behind calls can enable more personalised, effective care. Conclusion: Initial evidence points to promising frequent caller reduction strategies but further high quality research is urgently needed to confirm their effectiveness and support implementation.