There is no quick fix to create an accessible and coordinated service system. This is a long term change management initiative, that we are all responsible for implementing.

Service Access and Coordination

coordination Our health and community service system is incredibly complex. While a broad range of services are available, for many people, finding and accessing appropriate care, when and where they need it remains difficult. Developing models of care that respond to that challenge has been identified as critically important across Australian and International policy.

Service coordination seeks to place consumers at the centre of service delivery and ensure that agencies work together to support the client can access appropriate services that will meet their needs. This requires staff to consider a person’s engagement with our service, as one component of their journey towards better health and wellbeing. There is a strong body of evidence that describes the benefits of this approach for consumers, staff, organisations and the broader service system.

While agencies are committed to the principles of this approach, embedding the systems and practices required to deliver services that are accessible, coordinated and easy to navigate remains difficult.

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Our experience

KPA has extensive knowledge and practical experience working with a range of sectors to develop the systems and practices required for effective service access, coordination and Integrated Service Delivery. Examples of KPA’s work in this space include:

Facilitation of the EMR HACC Alliance, bringing together 90 HACC agencies to work collaboratively to implement new policy and quality improvement framework
The development of a regional strategy to enhance the accessibility of youth mental health services
A regional service coordination initiative for the drug and alcohol sector, that resulted in guidelines endorsed by a range of sectors and publication of the Department of Health’s EMR AOD Sector Service Coordination Toolkit
The development of a client-centred, integrated model of service access for a large community health service
The establishment of partnership strategies, tools and systems to support effective integration across both public and private sectors

Kate Pascale (Director, KPA) is passionate about the need for an accessible and coordinated health and community service system. She is currently completing her PhD in this area – focussing on strategies to support effective service access and coordination across Victoria’s health and human service sectors.