High Intensity Use (HIU) servicing has become an essential component of modern emergency and urgent care systems. Across the UK, many healthcare organisations have adopted structured HIU programmes to support patients who frequently attend emergency departments, ambulance services, and urgent care settings. One of the most recognised frameworks for this HIU SERVICE approach is the High Intensity Use (HIU) Service, which focuses on improving patient outcomes while reducing avoidable demand on frontline services. Rather than viewing frequent attendance as a burden, HIU servicing recognises that repeated visits are often a sign of unmet clinical, psychological, or social needs.
Patients identified under HIU criteria often experience complex and overlapping challenges. These can include chronic pain, mental health conditions, substance dependency, homelessness, trauma histories, or poorly managed long-term illnesses. Many have difficulty navigating traditional healthcare pathways, which can lead them to rely on emergency departments as their primary point of contact. HIU servicing seeks to break this cycle by creating proactive, person-centred care plans tailored to each individual’s circumstances. The aim is not to restrict access to emergency care, but to ensure that patients receive the right support at the right time from the most appropriate services.
A key feature of effective HIU servicing is multidisciplinary collaboration. Dedicated HIU teams typically work closely with emergency clinicians, general practitioners, mental health professionals, social workers, housing teams, and voluntary sector organisations. Through case reviews and data analysis, frequent attendance patterns are identified and assessed. Each patient is then invited to engage with a structured support pathway that may include coordinated appointments, community referrals, crisis planning, and practical assistance such as housing or benefits advice. This joined-up approach helps address the root causes driving repeated emergency visits.
Another important aspect of HIU servicing is the development of personalised support plans that are accessible to frontline staff. These plans provide guidance on communication strategies, clinical considerations, safeguarding concerns, and escalation pathways. When a patient presents to urgent care, clinicians can quickly understand their background and agreed management strategy, promoting consistency and reducing unnecessary investigations or admissions. This not only improves patient experience but also helps staff feel more confident and supported when managing complex cases.
Evidence from programmes such as those delivered in partnership with the National Health Service shows that structured HIU interventions can significantly reduce emergency department attendances and ambulance call-outs. More importantly, many patients report improved wellbeing, greater stability, and better engagement with community services. By shifting from reactive to proactive care, HIU servicing contributes to safer systems and more sustainable healthcare delivery.
In today’s pressured healthcare environment, HIU servicing represents a compassionate and practical response to rising demand. It recognises that high intensity use is often a symptom of deeper vulnerability rather than misuse of services. Through early identification, personalised planning, and collaborative working, HIU programmes help individuals regain control of their health while ensuring that emergency resources remain available for those in immediate need. As health systems continue to evolve, HIU servicing stands as a model for integrating clinical care with social support, ultimately strengthening both patient outcomes and system resilience.
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