Background

Before the introduction of Service Coordination, practitioners in a community health centre located in outer Melbourne were all responsible for screening incoming calls, prioritising consumers and making appointments. If a consumer required the services of more than one practitioner they were obliged to repeat their story.

Each consumer’s experience of Service Coordination varied depending on which practitioner they contacted. Consumers were unable to access holistic screening as practitioners were only responsible for screening and making appointments for their specific discipline. Sometimes, all the consumer’s needs would not be identified until their first appointment (which may have been months after their initial contact) and they would be obliged to begin the intake process once again.

Actions

Through their involvement in developing local Service Coordination PPPS, managers and staff realised the centre would not be able to meet the standards required. The solution was to develop a new intake system where consumers could access high quality Initial Contact and Initial Needs Identification in a timely manner.

A streamlined and transparent system makes it easier for consumers and carers.

Managers and staff of the Centre designed a new intake system characterised by:

• Reception staff being responsible for Initial Contact and supported by the PCPs web based Services Directory.
• The employment of two Service Coordination Workers, responsible for Initial Needs Identification, making appointments, managing incoming referrals and coordinating waiting lists.
• The development of Risk and Prioritisation Tools for each discipline (allied health, general counselling, alcohol and drug service and the PDSS) to support the systematic screening and prioritisation of consumers.
• Rationalisation and integration of the Service Coordination Tool Templates, Registration Forms, Assessment Tools and Consent Forms.
• Implementation of the PCP e-referral system to send and receive referrals.

The new system is more efficient for staff and the agency.

Outcomes

The Centre has a new intake system which meets the requirements of the local PPPS and provides consumers with high quality Service Coordination.

Key Service Coordination principles:

• Client focused.
• Competent staff.