Need to make sure attachment is checked by call centre and forwarded on to appropriate assessment service. ACAS admin / triage: Duplication of effort (referral / triage process not streamlined) Urgency and purpose of referral often not clear If RAS is completing an assessment, we are unable to see this a call is needed to MAC which can be time – consuming. Notes are hit and miss. Delays in referrals being sent to ACAS referrers call us to inform they have sent but it can often take – weeks to come through (if at all). If we call MAC to follow up they cannot tell us status of referral due to “privacy”. Referrals for ACAS to be forwarded directly to ACAS which allows client contact to be minimised and reduce duplication. ACAS assessment Needing to recommend / foresee services that may not be needed in future to compensate for support plan review process and the referral pathway. Many technical issues with matching and referring again causing delays in services accessing client – assessment ie. TCP, residential respite Allow Commonwealth services and specific professional services that complete client reviews of care needs to generate referrals in MAC. This should include services such as OT and TCP/package providers. Support plan review process: Disjointed process. Pathway not well defined and inconsistent across CHSP services. RAS services inconsistent in accepting initial referral. Review requests not always clinical in nature i.e.: window cleaner, changing alarm batteries Associating approvals is imperative as when these are not showing in MAC there is confusion for the client. Contact centre staff o occasion have not checked and requested support plan reviews when approved in legacy system. Develop the role of MAC to facilitate referrals. As above the clinical reasoning skills of the contact centre staff need to be expanded. The co-design workshops and recommendations touch on many of the above issues. The has been prepared following feedback from Assessors and current information recorded on an issues log. Further information is available if necessary. Other comments Response provided: Nil
Need to make sure attachment is checked by call centre and forwarded on to appropriate assessment service. ACAS admin / triage: Duplication of effort (referral / triage process not streamlined) Urgency and purpose of referral often not clear If RAS is completing an assessment, we are unable to see this – a call is needed to MAC which can be time consuming. Notes are hit and miss. Delays in referrals being sent to ACAS – referrers call us to inform they have sent but it can often take weeks to come through (if at all). If we call MAC to follow up they cannot tell us status of referral due to “privacy”. Referrals for ACAS to be forwarded directly to ACAS which allows client contact to be minimised and reduce duplication. ACAS assessment Needing to recommend / foresee services that may not be needed in future to compensate for support plan review process and the referral pathway. Many technical issues with matching and referring – again causing delays in services accessing client assessment ie. TCP, residential respite Allow Commonwealth services and specific professional services that complete client reviews of care needs to generate referrals in MAC. This should include services such as OT and TCP/package providers. Support plan review process: Disjointed process. Pathway not well defined and inconsistent across CHSP services. RAS services inconsistent in accepting initial referral. Review requests not always clinical in nature i.e.: window cleaner, changing alarm batteries Associating approvals is imperative as when these are not showing in MAC there is confusion for the client. Contact centre staff o occasion have not checked and requested support plan reviews when approved in legacy system. Develop the role of MAC to facilitate referrals. As above the clinical reasoning skills of the contact centre staff need to be expanded. The co-design workshops and recommendations touch on many of the above issues. The has been prepared following feedback from Assessors and current information recorded on an issues log. Further information is available if necessary. Other comments Response provided: Nil
caulfield_aged_care_assessment_service.docx