“e verything you ever wanted to know about s ervice c oordination ” w orkshop jean crewe &...
TRANSCRIPT
“EVERYTHING YOU EVER WANTED TO KNOW
ABOUT SERVICE COORDINATION”
WORKSHOP
Jean Crewe & Sharyn Rognrust
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
OUTCOME
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
WHY DO WE NEED SERVICE COORDINATION?
Leanne’s StoryLeanne 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.
WHY DO WE NEED SERVICE COORDINATION?
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
WHAT IS SERVICE COORDINATION?
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
SC ACROSS GOVERNMENT ORGANISATIONS
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.
WHAT 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
WHAT 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
SERVICE COORDINATION – 13 YEARS ON
2000 2013
Varying levels of partnership
Increasing integration
Established cross government funded partnerships of health and human services
Some locally agreed practiceAgreed 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
SERVICE COORDINATION PRINCIPLES
SERVICE COORDINATION PRINCIPLES
1. A central focus on consumers2. Partnerships and collaboration3. The social model of health4. Consistency in practice standards5. A duty of care6. Competent staff7. Engagement of other sectors8. Protection of consumer information
CENTRAL FOCUS ON CONSUMERS
PARTNERSHIPS AND COLLABORATION
WHAT IS NORTH EAST PRIMARY CARE PARTNERSHIP?
Primary Care Partnershipsare established networksof local health and humanservice organisationsworking together to findsmarter ways of makingthe health system workbetter, so that the healthof their communities isimproved.
WHERE ARE WE?The NEPCP covers the local government areas of Banyule, Darebin and Nillumbik NILLUMBIK
BANYULE
DAREBIN
WHO ARE OUR MEMBERS?
Austin Health Banksia Palliative CareBanyule City CouncilBanyule Community HealthDassiDarebin City CouncilDarebin Community HealthMindNeamiNillumbik HealthNillumbik Shire CouncilNorth East Valley Division of GPNorth Western Mental HealthNorthern HealthRDNSSpectrum Migrant Resource CentreWomen’s Health in the North
HOW CAN YOU BE INVOLVED?
NEPCP website www.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
SOCIAL MODEL OF HEALTH
EXAMPLEGary 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.
CONSISTENCY IN PRACTICE STANDARDS
SERVICE COORDINATION OPERATIONAL ELEMENTS –ESTABLISHING COMMON
LANGUAGE
ESTABLISHING COMMON LANGUAGE
QUIZ
How well do you know the Service Coordination Tool
Templates (SCTT)?
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
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
Service Providers:Know what forms are required to make referralCan record information in consistent wayCan inform consumers about privacy of informationCan deliver consumer-centered careCan share information electronically
Benefits of SCTT tools
Consumers:Screening health and social needsReducing the need to repeat the informationAssisting more timely access to servicesReducing duplication of assessments
Benefits of SCTT tools
SCTT 2012 REVISION WHAT'S NEW?
SCTT 2012 REVISION WHAT'S NEW? (CONT)
HOW DOES SCTT FIT IN SERVICE COORDINATION?
Process
Using the right tool for the jobT
he r
ight
too
l for
the
job
Process Tools
Initial Contact Consumer Information templateService directories e.g. HSD
Initial Needs Identification
Profile: Single page screener for health and social needsProfile: Accommodation and safety arrangementsProfile: Need for Assistance with daily livingProfile: Health and chronic conditionsProfile: Alcohol, smoking and substance involvement screeningProfile: Social and emotional wellbeingProfile: Care relationship, family and social networkSummary and Referral Information
Assessment Specific agency or program tools
Care Planning Shared support plan
Referral Confidential Referral Cover SheetConsumer InformationSummary and Referral InformationConsumer 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
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
A DUTY OF CARE
COMPETENT STAFF
SERVICE COORDINATION ON-LINE LEARNING MODULE
Available at: http://elearning.health.vic.gov.au/scol/
ENGAGEMENT OF OTHER SECTORS
• 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
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
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
PROTECTION OF CONSUMER INFORMATION
PRIVACY AND CONSENT 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/coordination/privacy.htm
SUPPORTING PUBLICATIONS
VICTORIAN SERVICE COORDINATION PRACTICE
MANUAL 2012Provides a vision for Victoria’s Service Coordination and Practice
A Reference GuideConsumer Outcomes & Good Practice IndicatorsConsumer PathwaysTools & Resources
Covers
Initial ContactInitial Needs IdentificationAssessmentCare Planning Referral
Available online at: http://www.health.vic.gov.au/pcps/downloads/sc_pracmanual2.pdf
VICTORIAN SERVICE COORDINATION PRACTICE
STANDARDSAn example of the standards for care planning
Source: http://www.health.vic.gov.au/pcps/downloads/sc_pracmanual2.pdf
GOOD PRACTICE GUIDE 2012
Available online at
http://www.health.vic.gov.au/pcps/downloads/good_practice.pdf
CONTINUOUS IMPROVEMENT FRAMEWORK 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
SERVICE COORDINATION TOOL TEMPLATES 2012
USER GUIDESuite 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/0043138AFA564E4FCA257A5B0019239A/$FILE/1206018_SCTT_jun12_12.pdf
SERVICE COORDINATION SURVEY
PCP’s annual reporting requirement to the Department of Health.
Component of the Continuous Improvement Framework that supports the Victorian Service Coordination Practice Manual
PURPOSE OF THE SC SURVEY
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
BENEFITS FOR YOUR AGENCY
Reviewing your current practices & systems
Acknowledging areas of good performance
Identifying opportunities for improvement in Service Coordination
BENEFITS 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
LOCAL PRACTICE EXAMPLE
LOCAL PRACTICE EXAMPLE
1. A central focus on consumers2. Partnerships and collaboration3. The social model of health4. Consistency in practice standards5. A duty of care6. Competent staff7. Engagement of other sectors8. Protection of consumer information
WHERE TO FROM HERE?
•Action plan•Future workshops•Service Coordination Champions•Evaluation survey
Jean CreweProject Officer-
Service Coordination & IntegrationPhone: 9450 2678
Email: [email protected]
Contact and support