Paramedics can't do this alone: the need for support with frequent service users

Background: Frequent users of ambulance services are a complex cohort often comprising vulnerable people with mental and chronic physical health conditions, of low socioeconomic status and experiencing loneliness. Aims: This study aimed to understand frontline paramedics' attitudes towards these patients, identify a definition of ‘frequent service user’ and examine strategies participants believe would benefit these patients. Methods: A survey with closed and open-ended questions was completed by frontline registered paramedics from various Australian ambulance jurisdictions. Findings: Eighty-three paramedics from a variety of states completed the survey. Paramedics defined frequent service users as people without a serious medical condition who called the ambulance once or more per week. Almost half of them found it difficult to maintain compassion when attending a frequent service user and 37.3% acknowledged reacting negatively. Conclusion: Paramedics expressed a desire for additional organisational support and service-level strategies to assist them in coordinating care for frequent service users.