Referral
4. Minimum Standards

Page 4 of 12
Back to contents

There is no right or wrong way to implement referral, however it is expected that all agencies will meet minimum practice, environmental, and consumer standards such as those which are set out below:

Minimum Practice Standards

Staff making referrals must be informed by knowledge of the social support system and of a wide range of health issues and supporting research literature.

Practitioners making referrals must ensure:

• Each consumer is informed of:
  • referral options (self and assisted) and processes,
  • referral pathways and assessment practices, and
  • privacy and confidentiality procedures and his or her rights and responsibilities in relation to these procedures.
• Each consumer has the opportunity to make a self-referral or request an assisted referral.
• Each consumer requesting/requiring an assisted referral is referred in a timely manner to the appropriate service provider(s) using the Service Coordination Tool Templates.
• Each consumer can be certain that referral information about them is collected, stored and shared in accordance with relevant privacy legislation and principles.
• Each consumer experiences coordinated, planned, culturally appropriate and reliable referral support which streamlines access to screening, assessment and care planning and minimises the duplication of information collection.

Minimum Environmental Standards

• Allow for consumer privacy.
• Be immediately accessible to any distressed/angry consumer.
• Ensure safety of consumer and staff.
• Have access to emergency numbers.

Minimum Consumer Standards

• Respect people’s dignity, religious and cultural beliefs.
• Ensure everyone, including people with special needs, can use services.
• Respect privacy and protect confidentiality.
• Assist consumers in a sensitive manner and ensure their needs are most appropriately met.
• Ensure that consumers/carers are involved in decision making.
• Provide current, appropriate and detailed information about services and community resources and how to access them.
• Ensure that a qualified health professional, key worker or service provider is responsible for each consumer.

The statewide Human Services Directory has been designed to support Referral. More information about the Human Services Directory can be found in Module 5 or by clicking on the following link http://www.humanservicesdirectory.vic.gov.au/. Other useful directories include the Better Health Channel which can be found at www.betterhealth.vic.gov.au .

Service Coordination has brought many changes to the way referrals are made and to the practice of health and welfare professionals. Learners are encouraged to consider the following questions:

• What does my involvement in Referral mean for my practice?
• How will the introduction of the Service Coordination Tool Templates affect the way I make referrals and respond to referrals?
• How might I do things differently?

Page 4 of 12
Back to contents