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“E VERYTHING YOU EVER WANTED TO KNOW ABOUT S ERVICE C OORDINATION ” W ORKSHOP Jean Crewe & Sharyn Rognrust.

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Presentation on theme: "“E VERYTHING YOU EVER WANTED TO KNOW ABOUT S ERVICE C OORDINATION ” W ORKSHOP Jean Crewe & Sharyn Rognrust."— Presentation transcript:

1 “E VERYTHING YOU EVER WANTED TO KNOW ABOUT S ERVICE C OORDINATION ” W ORKSHOP Jean Crewe & Sharyn Rognrust

2 PURPOSE OF THE WORKSHOP Provide overview of Service Coordination principles Share available resources to support Service Coordination Explore ways of embedding Service Coordination in your agency

3 O UTCOME At the end of today’s session you will be able to: Identify key Service Coordination principles Identify available resources to support Service Coordination implementation in your agency

4 W HY DO WE NEED S ERVICE C OORDINATION ? Leanne’s Story Leanne is a 59 year old woman who was diagnosed with schizophrenia in her early 20s. Leanne has been prescribed clozapine for a number of years by a psychiatrist at the local mental health clinic. She also sees a case manager at the same clinic. Leanne is unemployed and smokes around 20 cigarettes a day. She has indicated little desire to cease smoking although admits it causes a strain on her finances. Leanne describes a sedentary lifestyle and has recently been diagnosed with Type 2 diabetes. This diagnosis has caused Leanne to suffer from increased anxiety. She has a supportive family but they live across the other side of town. Leanne has a GP that she sees periodically.

5 W HY DO WE NEED S ERVICE C OORDINATION ? Consumers and workers experience: A lack of information about service system A lack of clear and transparent referral pathways Inconsistent practice across agencies A lack of coordination between agencies Inconsistent quality in providing services Poor information sharing and feedback

6 W HAT IS S ERVICE C OORDINATION ? Service Coordination = Better Access to Services SC places consumers at the centre of service delivery to ensure that they have: access to the services they need opportunities for early intervention improved outcomes

7 SC A CROSS G OVERNMENT O RGANISATIONS The Victorian Health Policy and Funding Guidelines 2012–13 Under Section 1.4 health funded organisations are expected to: provide quality service coordination and use the Service Coordination Tool Templates (where relevant) to make referrals and share consumer information participate actively in Primary Care Partnerships, and encourage staff to participate in Primary Care Partnership activities where appropriate.

8 W HAT ARE THE BENEFITS OF SC? From your perspective: improved networks common practice standards reduced duplication improved waiting list management Service Coordination aligns with accreditation standards of providing quality services

9 W HAT ARE THE BENEFITS OF SC? From a consumer perspective: up-to-date information about services timely response the same standards of service from each agency supported access to the most appropriate service clear entry points and referral pathways support to be actively engaged in the planning and delivery of services

10 S ERVICE C OORDINATION – 13 YEARS ON 2000 2013 Varying levels of partnership Increasing integration Established cross government funded partnerships of health and human services Some locally agreed practice Agreed practice Statewide agreement for service coordination practice 350+ tools for screening, referral, care planning Standardised information A single suite of tools (SCTT, GPR) and associated resources Limited use of technology No secure electronic referrals Increased use of technology SCTT/GPR in 30+ applications Growing secure e-referrals HL7 capacity National Health Services Directory

11 S ERVICE C OORDINATION PRINCIPLES

12 1. A central focus on consumers 2. Partnerships and collaboration 3. The social model of health 4. Consistency in practice standards 5. A duty of care 6. Competent staff 7. Engagement of other sectors 8. Protection of consumer information

13 C ENTRAL F OCUS ON C ONSUMERS

14 P ARTNERSHIPS AND C OLLABORATION

15 W HAT IS N ORTH E AST P RIMARY C ARE P ARTNERSHIP ? Primary Care Partnerships are established networks of local health and human service organisations working together to find smarter ways of making the health system work better, so that the health of their communities is improved.

16 W HERE ARE WE ? The NEPCP covers the local government areas of Banyule, Darebin and Nillumbik NILLUMBIK BANYULE DAREBIN

17 WHO ARE OUR MEMBERS? Austin Health Banksia Palliative Care Banyule City Council Banyule Community Health Dassi Darebin City Council Darebin Community Health Mind Neami Nillumbik Health Nillumbik Shire Council North East Valley Division of GP North Western Mental Health Northern Health RDNS Spectrum Migrant Resource Centre Women’s Health in the North

18 H OW CAN YOU BE INVOLVED ? NEPCP website www.nepcp.org.auwww.nepcp.org.au Snippets eBulletin: fortnightly, latest news and updates Working Groups: Integrated Chronic Disease Collaborative Integrated Health Promotion Network Problem Gambling Steering Committee Closing the Health Gap

19 S OCIAL M ODEL OF H EALTH

20 E XAMPLE Gary 34 yo, is depressed and drinking too much after the breakdown of his marriage. He is in financial difficulty after losing his job and money through gambling. He has several issues and a shared care plan is being developed. One of his goals is to gain shared custody of his two children.

21 C ONSISTENCY IN P RACTICE S TANDARDS

22 S ERVICE C OORDINATION OPERATIONAL ELEMENTS – ESTABLISHING COMMON LANGUAGE

23 E STABLISHING C OMMON L ANGUAGE

24 QUIZ How well do you know the Service Coordination Tool Templates (SCTT)?

25 The SCTT is used only for the purpose of making referrals False It is appropriate for a consumer to be offered a copy of their SCTT True When using the SCTT for referral purposes you are required to complete all the SCTT profiles False GPs use the SCTT True The SCTT is only available in paper format False The SCTT can be used to develop a consumer care plan True True OR False

26 Facilitates Service Coordination Supports the collection and recording of Initial Contact, Initial Needs Identification, Referral and Shared Care/Case Planning information in a standardised way. SCTT

27 Service Providers: Know what forms are required to make referral Can record information in consistent way Can inform consumers about privacy of information Can deliver consumer-centered care Can share information electronically Benefits of SCTT tools

28 Consumers: Screening health and social needs Reducing the need to repeat the information Assisting more timely access to services Reducing duplication of assessments Benefits of SCTT tools

29 SCTT 2012 R EVISION W HAT ' S NEW ?

30 SCTT 2012 R EVISION W HAT ' S NEW ? ( CONT )

31 H OW DOES SCTT FIT IN S ERVICE C OORDINATION ?

32 Process Using the right tool for the job The right tool for the job ProcessTools Initial Contact Consumer Information template Service directories e.g. HSD Initial Needs Identification Profile: Single page screener for health and social needs Profile: Accommodation and safety arrangements Profile: Need for Assistance with daily living Profile: Health and chronic conditions Profile: Alcohol, smoking and substance involvement screening Profile: Social and emotional wellbeing Profile: Care relationship, family and social network Summary and Referral Information Assessment Specific agency or program tools Care Planning Shared support plan Referral Confidential Referral Cover Sheet Consumer Information Summary and Referral Information Consumer Consent to Share Information For referral to Palliative Care use the above plus Palliative Care Supplementary information Service providers who conduct assessments also send Functional Assessment Summary GPs only-use GP Referral form

33 SCTT 2012 online training module available by June 2013 SCTT 2012 embedded in electronic consumer data management systems by the end of 2013 DH Timelines

34 A D UTY OF C ARE

35 C OMPETENT STAFF

36 S ERVICE C OORDINATION O N - LINE L EARNING M ODULE Available at: http://elearning.health.vic.gov.au/scol/

37 E NGAGEMENT OF O THER S ECTORS Service Coordination embraces the broadest range of partnerships across organisation types (small to large, non- government to government etc) and across disciplines. Partnership or inter-agency agreements are documents that record the agreed terms and conditions of collaboration between separate agencies and/or sectors. Resource http://www.communitydoor.org.au/node/139 http://www.communitydoor.org.au/node/139

38 HSD aims to provide Practitioners and Service Providers with access to accurate and up-to-date information about health, social & disability services in Victoria. http://humanservicesdirectory.vic.gov.au Human Services Directory

39 Can people find your service? Is your information current and correct? Is there an assigned position in your agency to update HSD? Your Agency Information on HSD

40 P ROTECTION OF C ONSUMER I NFORMATION

41 P RIVACY AND C ONSENT The privacy resources provided here are designed to assist practitioners in their discussions with consumers regarding how their information will be dealt with and have been developed in line with commonwealth and state privacy legislation. http://www.health.vic.gov.au/pcps/coordinati on/privacy.htm http://www.health.vic.gov.au/pcps/coordinati on/privacy.htm

42 S UPPORTING PUBLICATIONS

43 V ICTORIAN S ERVICE C OORDINATION P RACTICE M ANUAL 2012 Provides a vision for Victoria’s Service Coordination and Practice A Reference Guide Consumer Outcomes & Good Practice Indicators Consumer Pathways Tools & Resources Covers Initial Contact Initial Needs Identification Assessment Care Planning Referral Available online at: http://www.health.vic.gov.au/pcps/downloads/sc_pracmanual2.pdf

44 V ICTORIAN S ERVICE C OORDINATION P RACTICE S TANDARDS An example of the standards for care planning Source: http://www.health.vic.gov.au/pcps/downloads/sc_pracmanual2.pdf http://www.health.vic.gov.au/pcps/downloads/sc_pracmanual2.pdf

45 G OOD P RACTICE G UIDE 2012 Available online at http://www.health.vic.gov.au/pcps/downloads/good_practice.pdf

46 C ONTINUOUS I MPROVEMENT F RAMEWORK 2012 Supports organisations to monitor and improve service coordination implementation and practice Based on PDSA (Plan, Do, Study, Act) cycles of improvement Available online http://www.health.vic.gov.au/pcps/downloads/continuous. pdf http://www.health.vic.gov.au/pcps/downloads/continuous. pdf

47 S ERVICE C OORDINATION T OOL T EMPLATES 2012 U SER G UIDE Suite of referral templates Standardised format for collection and sharing of consumer information Supports service coordination practice Formalised documentation of consumer consent Available online: http://docs.health.vic.gov.au/docs/doc/0043138AFA 564E4FCA257A5B0019239A/$FILE/1206018_SCTT_j un12_12.pdf

48 S ERVICE C OORDINATION S URVEY PCP’s annual reporting requirement to the Department of Health. Component of the Continuous Improvement Framework that supports the Victorian Service Coordination Practice Manual

49 P URPOSE OF THE SC S URVEY to identify areas that require greater focus to inform areas of future work 2012 Survey results: http://www.nepcp.org.au/resources/north- east-primary-care-partnership-service- coordination-survey-2012#attachments

50 B ENEFITS FOR YOUR AGENCY Reviewing your current practices & systems Acknowledging areas of good performance Identifying opportunities for improvement in Service Coordination

51 B ENEFITS FOR YOUR AGENCY Improving understanding of the practice of Service Coordination across programs & services Benchmarking current practice against previous results Producing evidence for existing quality assurance systems & accreditation processes within the agencies

52 L OCAL P RACTICE E XAMPLE

53 1. A central focus on consumers 2. Partnerships and collaboration 3. The social model of health 4. Consistency in practice standards 5. A duty of care 6. Competent staff 7. Engagement of other sectors 8. Protection of consumer information

54 W HERE TO F ROM H ERE ? Action plan Future workshops Service Coordination Champions Evaluation survey

55 Jean Crewe Project Officer- Service Coordination & Integration Phone: 9450 2678 Email: jean.crewe@bchs.org.au Contact and support


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