Frequent callers to the Ambulance Service (FOI)

Request

I have a Freedom of Information request regarding the handling of frequent callers to 999. This request is specifically for the Ambulance service.

Please find the request below:

A

I would please like to request a five-year breakdown of:

• the number of frequent callers you’ve had each year

• how many calls have been made each year by the frequent callers

In these statistics, if somebody is calling on behalf of the frequent caller, are these classed as a call from the frequent caller?

For example, if someone with health issues calls the ambulance service on average twice per week but you also get on average one call per week from a concerned friend or family member, do you class that as two calls or three calls per week?

B

I would also like to know, for each of those five years, how many people have been given a criminal behaviour order, prosecuted or any other criminal course of action due to their frequent calling? 

C

I would also like to ask what your policy is around frequent callers.

• how many calls per month / year class somebody as a frequent caller

• what support do they receive from the frequent callers unit to try and reduce the number of calls they make

• what is your process to get consent from them for their case to be managed by the frequent callers unit

• what happens in the instance where the person does not consent to this and / or does not engage

• what is the success rate of your frequent callers unit

• what reduction of calls do you see as a result of the frequent callers unit work and what statistics are available to show the effectiveness of the care they receive reducing the number of calls received

Response

A

Not held.

At this current time the Ambulance Service do not have a dedicated system or process for the monitoring of frequent callers. High users of the service are managed within a multidisciplinary team approach alongside Health and Community Services.

B

legislation relating to criminal behaviour orders does not exist in Jersey.

C

A Frequent Users Policy and process is in the later stages of development prior to ratification and implementation, therefore article 35 of the Freedom of Information (Jersey) law 2011 has been applied.

Articles applied

Article 10 - Obligation of scheduled public authority to confirm or deny holding information

(1) Subject to paragraph (2), if –

(a) a person makes a request for information to a scheduled public authority; and

(b) the authority does not hold the information,

it must inform the applicant accordingly.

Article 35 - Formulation and development of policies

Information is qualified exempt information if it relates to the formulation or development of any proposed policy by a public authority. A public interest test is required.

Public interest considerations favouring disclosure include;

• disclosure of the information would support transparency and promote accountability to the general public

• disclosure to the public fulfils an educative role about the early stages in policy development.

Public interest considerations favouring withholding the information include;

• in order to best develop policy, a safe space is needed in which free and frank discussion can take place

• the need for this safe space is considered at its greatest during the live stages of a policy

• this policy is under development. Release of incomplete information at this stage might generate unhelpful and unnecessary speculation and confusion which could hamper clear messaging and frustrate the object of the policy

Following assessment, it has been decided that on balance the public interest in maintaining the exemption outweighs the public interest in disclosing the information.