"there is a team looking at him to try and reduce his calls to the LAS and his attendances at hospital" YES! Focus on stopping the 1% who use up the huge swathe of ambulance time, and you can better [get to people who really need it|hit the targets]*! For once you tell us of an initiative that might actually help! Someone (was it you?) once blogged about a trial in the US where they gave these people free houses, and it was worth it because of the huge reduction in police costs (not ambulance costs, obviously, since he had no health insurance to pay for them...). I thought it was a great idea then, and I think focusing on the worst "offenders" remains a great idea now. * Delete as applicable for your managerial level.