3P consultation findings

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Background

  • 3pconsulting undertook consumer and service provider consultations in Burnie, Launceston and Hobart over a 2-week period in August 2014.
  • 16 consumers took part in 3 focus groups held across the 3 regions.
  • 71 participants took part in 3 service provider forums held across the 3 regions.
  • There was an additional workshop in Hobart for service providers who are implementing integrated service models.
  • Service consumers and service providers identified that they engage with a range of services that fall outside the scope of the Department of Health and Human Services.

Consumer views

Many consumers had an average of 5 workers allocated to them with some participants having up to 7 workers. They identified a number of key themes.

A significant person

  • The importance of a 'significant person' who is not necessarily clinical and or welfare focused but is able to be a mentor, advocate and broker/navigator.
  • Consumers welcome a one-on-one approach to meet their needs, provide support and build their confidence.

The service experience after initial contact

  • Initial contact with organisations was often the easiest, but subsequent contact can be overwhelming and exhausting – because it involves multiple referrals and appointments, retelling their story, forming relationships with multiple workers, and receiving dense and complex information.
  • While retelling their story could be helpful, it was often frustrating:
    • important to be able to tell their story to a trusted person who is really listening;
    • important to give choice to the client about how much and when they tell their story;
    • multi-media or client driven case-notes may be an option for sharing information with multiple case workers.
  • Being able to establish rapport and a relationship of trust is important – this is easier to do with some services compared to others, and easier with non-government providers.
  • Support when transitioning out of services can be improved – helpful to have a 'significant person' with whom they can touch base on and off as required.

Service Provider views

There was a high level of good will and willingness to do things different, with the sector demonstrating a high level of maturity in its thinking regarding joined-up service models.

Common themes identified by forum and workshop participants included:

  • In making changes to the service system, it is important not to compromise or lose what is working well.
  • Joined up service responses need flexible funding and resources, particularly 'at the edges' where clients may not easily fit eligibility categories.
  • One point of contact, with the client being central
  • Shared planning and flexible models of case management involving development of one plan per client.
  • Information sharing in terms of client information, as well knowledge of each service
  • Technology and IT platforms to support streamlined case management, referral and transitional care
  • Workforce capacity and organisational cultures that support multidisciplinary and collaborative approaches, shared language and purpose.