What is Service Coordination?
There are many types of services, and service responses, across the health and human services system. However, there is no common system to support people with multiple needs. The service coordination (SC) framework helps service providers to work together to align common practices, processes and systems, especially initial contact, initial needs identification, referral, assessment, feedback and shared care planning. A fundamental component is to clarify how business is to be done between agencies for the consumers they have in common. Interagency agreements and protocols are the formal mechanisms to help improve service outcomes for consumers, especially service access and communication between agencies, promoting:
- No wrong door policies, enabling right service at the right time
- Early identification of health and social needs, and person centred service responses to maximise early interventions and appropriate service responses.
Service coordination also enables organisations to remain independent of each other, while cooperating to give consumers a seamless and integrated response.
Key Practice Resources
The resources to support service coordination practice in Victoria include:
- Victorian service coordination practice manual 2012 and the Good practice guide 2012
- Continuous improvement framework 2012
- Service coordination tool templates (SCTT) 2012, SCTT 2012 user guide, and ICT specifications
- General practice referral template (GPRT), replacing multiple GP forms with one standard template.
Privacy and Consent
The resources in the Department of Health and Human Services (DHHS) Privacy resource kit are designed to assist practitioners in their discussions with consumers regarding how they collect, store and gain consent to share information. The resources have been developed in line with commonwealth and state privacy legislation.
Workforce and Capacity Building: Learning Modules
DHHS has developed two free e-learning modules to help build the service coordination capacity of staff:
The department has also developed Service coordination principles: trainer guides to help registered training organisations integrate service coordination principles into their multiple service sector training.
The Office of the Health Service Commissioner has also developed free online privacy principles and health records act training packages.
Service directory and information support
ConnectingCare is a local comprehensive integrated web-based service directory. It offers an affordable secure messaging system for a range of public and private service providers. It features the following functions:
- ConnectingCare and Argus are interoperable as secure messaging systems;
- ConnectingCare complies with the Privacy Legislation, and the message exchange system meets National eHealth Transition Authority (NeHTA) standards.
Healthdirect Australia manages the National Health Services Directory (NHSD), a joint initiative of all Australian governments, which enables health professionals and consumers access reliable and consistent information about health services. The NHSD is the single data repository source for ConnectingCare, Argus and multiple service directories such as Nurse-On-Call, the Better Health Channel.
The Better Health Channel is a service directory for members of the general public. It provides health and medical information that is quality assured, reliable, up to date, easy to understand, and is locally relevant to help individuals and their communities improve their health and wellbeing