Service Coordination

The INW PCP supports member agencies to embed service coordination principles, tools and pathways to improve service delivery, reduce duplication and improve the client journey through the healthcare system.

Service coordination aims to place consumers at the center of service delivery ensuring that they have access to the services they need, opportunities for early intervention and health promotion and improved health outcomes. The practice of service coordination particularly supports more effective ways of working with people with complex and multiple needs.   Link

The Victorian Service Coordination Practice Guide & Associated Resources are available to support good service coordination systems and practice. These include:

Victorian Service Coordination Practice Manual

The purpose of the Victorian Service Coordination Practice Manual is to assist service providers across sectors to consistently implement service coordination.

Good Practice Guide

The Good Practice Guide is a poster that describes the consumer’s path through service coordination.

Continuous Improvement Framework

The Continuous Improvement Framework is designed to assist organisations implementing service coordination.

SCTT 2012 User Guide

The SCTT 2012 User Guide has been developed to support the implementation of the SCTT 2012. The guide is a practical resource to assist in the use of the templates.

Single Page Screener of Health and Social Needs: Translated into 5 Community Languages

Hume Whittlesea Primary Care Partnership has had the Single Page Screener of Health and Social Needs translated into five community languages:  Arabic, Greek, Italian, Macedonian and Vietnamese.

This single page screener is part of the suite of Service Coordination Template Tools (SCTT), and its purpose is to assist service providers to screen for consumer needs.

This has now been uploaded onto the Health Translations Website Link and is also available on the Hume Whittlesea Primary Care Partnership Website Link

Online Learning Modules:

SCTT Online Learning Module

Service Coordination Tool Templates (SCTT) Online Learning Module is an e-learning tool to support the implementation of the SCTT tools in Victoria.

Service Coordination Online Learning Module

The Service Coordination Online Learning Module is an e-learning tool to support the practice of Service Coordination in Victoria. Organisations are encouraged to use this module to orientate staff to Service Coordination practice within their organisation and use it for professional development for existing staff.

National Health Services Directory

The National Health Services Directory (NHSD) is a free comprehensive national directory of health services, enabling consumers and health providers to access reliable and consistent information about health services. The NHSD is a joint initiative of all Australian governments, delivered by Healthdirect Australia.

Health services can register to have their organisation and service details included on the NHSD.

You will be contacted by the NHSD Team to validate and complete your information.

If you would like further information about the NHSD  email: nhsd@healthdirect.org.au

Better Health Channel

Members of the general public can go to the Better Health Channel website for a consumer focused version of the National Health Services Directory (NHSD). The Better Health Channel website provides health and medical information that is quality assured, reliable, up to date, easy to understand, regularly reviewed and locally relevant. The website also provides health and medical information to help individuals and their communities improve their health and wellbeing.

North West Metro Region PCP Collaboration – Service Coordination Workshops

The four Primary Care Partnerships from the North West Metro Region, Inner North West PCP, North East PCP, Health West Partnership and Hume Whittlesea PCP, meet regularly to plan and implement service coordination initiatives across the region.

A series of Service Coordination workshops have been delivered in collaboration providing an opportunity for member agency staff across the region to participate, building capacity in service coordination practice. These workshops have included:

• Everything You Always Wanted To Know About Service Coordination
• Implementing SCTT 2012 in Service Coordination Systems and Practice

Workforce capacity building initiatives include SCTT 2012 Implementation support and promotion of the Victorian Service Coordination Practice Standards and supporting resources.

Contact: Project Coordinator Emily Buchanan

Service Coordination Report

The Service Coordination Report is a bi-annual Department of Health and Human Services reporting requirement for Primary Care Partnerships. The INW PCP administers the survey to relevant member agencies and provides the data to the Victorian Department of Health and Human Services who later release a report summarising service coordination strengths and improvement areas on a regional and state wide level.

The system and practice areas measured in the Service Coordination Report include:

• e-health
• initial needs identification
• referral
• shared care/case planning
• communication with General Practice

The most recent Service Coordination Survey Report (2013) highlighted three key areas for improvement amongst participating INW PCP member agencies:

• shared care planning
• e-referral
• General Practice engagement

A number of INW PCP initiatives are underway supporting agencies to address these key improvement areas, including:

• an inter-agency shared care planning project
• workshops to support implementation of SCTT including e-referral
• partnership projects to strengthen pathways of care (including GP engagement) in diabetes, cardiovascular and respiratory disease.

Survey results will continue to be used throughout the sector by managers, networks, working groups, agencies and PCPs to inform planning and monitor improvement strategies.

Contact: Project Coordinator Emily Buchanan