Continuous Quality Improvement
Overview
Service coordination is a key element of the Primary Care Partnership (PCPs) Strategy, which ensures that people have access to the services they need, opportunities for health promotion, early intervention, coordinated care and improved outcomes. The practice of service coordination particularly supports more effective ways of supporting people with complex and multiple needs. It provides the necessary foundation for integrated chronic disease management (ICDM), led by the PCPs.
The PCPs are committed to continuously improving the quality of practice to provide consumers with a seamless integrated service response. To support this work and as part of PCP planning and reporting requirements, the Department of Health (DH) conducts an annual survey to measure service coordination and ICDM practice.
The state-wide Service Coordination and ICDM Survey informs future work of the PCPs and relevant government departments by identifying areas that require greater focus. The survey provides evidence of quality service coordination practice that organisations may use for:
- demonstration of accreditation standards of providing quality services and programs and sustaining quality external relationships
- providing evidence of quality improvement activity which may contribute to government funded services reporting and monitoring frameworks
Service Coordination & Integrated Chronic Disease Management State-wide Survey Results
Service Coordination & Integrated Chronic Disease Management Surveys: Survey Results as Evidence for Accreditation Standards
Use of the State-wide Service Coordination & Integrated Chronic Disease Management (ICDM) Survey results can support organisational quality and accreditation processes. The survey questions are consistent with Evaluation & Quality Improvement Program (EQuIP), Quality Improvement & Community Services Accreditation (QICSA) and HACC National Service Standards Quality Frameworks. The table below maps the survey questions to the Quality Improvement Council (QIC) and Australian Council of Health Standards (ACHS) accreditation standards.
State-wide Service Coordination & ICDM Survey: Service coordination component 1 |
QIC Standard2(6th Edition) |
ACHS – EQuIP 5 Standard |
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1. Service coordination practice standards and program requirements are integrated into policy, work plans and position descriptions where applicable (CIF criterion 2.2 & 2.3)
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Standard 1.1 (c & e)
Standard 1.2 (a, d, f & i)
Standard 1.3 (a, b & d)
Standard 1.6 (a, c, d, e, f & g)
Standard 1.9 (a, c & d)
Standard 3.1 (a, b, c & e)
Standard 3.2 (a, c & d)
Standard 3.3 (b & e) |
Standard 1.1.1
Standard 1.1.2
Standard 1.1.5
Standard 1.1.6
Standard 1.6.2
Standard 1.6.3
Standard 2.2.2
Standard 3.1.1 |
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2. Service coordination principles are integrated into consumer feedback systems, for example, consumer satisfaction surveys, complaints procedures or informal mechanisms (CIF criterion 2.11)
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Standard 1.1 (b)
Standard 1.9 (d, e & f)
Standard 2.1 (b, c & g)
Standard 2.2 (d)
Standard 2.4 (e)
Standard 2.5 (d) |
Standard 1.1.3
Standard 1.1.6
Standard 1.6.1
Standard 1.6.2
Standard 2.2.2 |
| 3. Consumers have been provided with information about services available in response to their inquiry or as part of an outreach approach (such as: when & where the service is provided, eligibility or access criteria & how to get an appointment) within 1 working day of making contact (CIF criterion 3.1)
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Standard 1.2 (g)
Standard 1.6 (c & g)
Standard 2.2 (g, & h)
Standard 2.4 (a, c, e & f) |
Standard 1.2.1 |
| 4. Initial Needs Identification is conducted within no more than 7 working days of Initial Contact. (CIF criterion 4.2)
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Standard 2.1 (a & e)
Standard 2.2 (a, d, g, h & i)
Standard 2.4 (a, b, c, f, h & i) |
Standard 1.2.2
Standard 1.4.1 |
| 5. Service Coordination Tool Templates (SCTT) have been used for referral in accordance with policy (for example, government program or agency policy) and the SCTT User Guide. (CIF criterion 7.4)
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Standard 1.6 (d & g)
Standard 2.2 (h) |
Standard 1.1.5 |
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6. Planned reviews for care planning have occurred within one month of the date listed for review (or within a time frame stipulated in your service provider procedures) (CIF criterion 6.12)
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Standard 2.2 (j & k)
Standard 2.4 (g) |
ACHS has no suggestion for this standard |
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7. Care coordination plans have been documented for consumers with multiple or complex needs who are receiving services from more than one organisation/service. (CIF criterion 6.21)
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Standard 2.2 (b, c, d, h, j, m & p)
Standard 2.4 (f & h)
Standard 3.2 (a,b,c & d) |
Standard 1.1.6 |
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8. When there is a care coordination plan, the consumer's GP has been provided with a copy of it. (CIF criterion 6.22)3 |
Standard 3.2 (a,b,c & d) |
Standard 1.1.5 |
| 9. When 'urgent referrals' are received, a referral acknowledgement has been sent within 2 working days of receipt (CIF criterion 7.7).
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Standard 2.2 (g)
Standard 3.2 (a) |
Standard 1.2.2 |
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10. When 'low' or 'routine' referrals are received, a referral acknowledgement has been sent within 7 working days of receipt (CIF criterion 7.8)
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Standard 2.2 (g)
Standard 3.3 (a) |
Standard 1.2.2 |
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11. When a referral is sent, the consent form has been completed for all referrals requiring the disclosure of personal information. (CIF criterion 8.1)
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Standard 1.6 (d & g)
Standard 2.2 (h & m)
Standard 2.4 (a, b, & d) |
Standard 1.1.2
Standard 1.1.3
Standard 1.1.5 |
State-wide Service Coordination & ICDM Survey: ICDM component |
QIC Standard (6th Edition) |
ACHS – EQuIP 5 Standard |
1. Assessments are documented in a standardised, common format and identify: a) consumer needs beyond the presenting issue(s); b) key medical, functional, lifestyle, social and psychological information; c) consumer stated issues; and d) consumer capability and willingness to change significant risk related behaviour(s). |
Standard 2.1: (c, and e) |
Standard 1.1.1 |
2. Intra-agency care plan:A care plan is any documented plan of care that has all of the following 10 elements: a) consumer stated or agreed issues/problems; objectives/goals; and strategies/action; b) review date of care plan; c) timeframe for attainment of objectives/goals; d) responsibilities for implementing strategies/action; e) participants in development of care plan; f) consumer acknowledgement (signed or verbal acknowledgement recorded); g) date care plan developed; and h) goal/objective attainment. |
Standard 2.1 (d and f)
Standard 2.2 (a, b, c, d, j k and p)
Standard 2.4 (d)
Standard 2.5 (a, b) |
Standard 1.1.2
Standard 1.1.3
Standard 1.1.8 |
3. Feedback to General Practice has been documented for consumers, in accordance with local agreements developed with input from General Practice. |
Standard 1.6 (g)
Standard 1.9 (a)
Standard 2.2 (f, h & m)
Standard 2.5 (a, b & c)
Standard 3.2 (a, b c & d) |
Standard 1.1.5
Standard 1.1.6 |
4. Delivery of best practice clinical and community care: Care protocols, pathways and decision support tools demonstrate: a) concordance with local agreements developed within and across agencies; and b) concordance with evidence-based clinical guidelines. |
Standard 2.2 (c, e ,f, i & n)4 |
Standard 1.4.1 |
5.Continuity of care and the provision of proactive and ongoing support:Care protocols, pathways and decision support tools demonstrate: a) concordance with local agreements developed within and across agencies; b) systems for routine monitoring of progress and review of goals; c) systems for proactive recall of consumers not currently receiving active care if applicable to your service; and d) simple systems for consumer re-entry and crisis support. |
Standard 2.2 (k, n)
Standard 2.2 (g, h & j for element a)
Standard 2.2 (d & k for element b)
Standard 2.4 (f)
Standard 2.5 (a, b, c & d)
Standard 3.2 (a, b, c & d)5 |
Standard 1.1.5
Standard 1.1.6 |
6. Health behaviour change support: Health behaviour change support: a) demonstrates concordance with local agreements developed within and across agencies; b) is individualised to meet the needs, circumstances, and capabilities of individual consumers; c) aims to strengthen consumer knowledge, skills, self-efficacy, motivation, and resources; and d) is provided by appropriately trained clinicians. |
Standard 1.3 (a)
Standard 2.1 (a, b, c & d)
Standard 2.2 (a & b)
Standard 3.1
Standard 3.2 (a & d)
Standard 3.4 (a, b and d) |
Standard 1.1.2
Standard 2.4.1 |
7. Quality improvement system: quality improvement system: a) includes intra- and inter-agency elements; b) represents the full range of stakeholders (including consumers); c) is supported by leadership and mechanisms within the organisation to effectively implement agreed improvement initiatives; d) uses relevant data to set priorities; e) measures performance; and f) evaluates outcomes. |
Standard 1.1 (d)
Standard 1.2 (i)
Standards 1.6 (d, e and f)
Standard 1.9 is key here
Standard 2.1 (f)
Standard 2.2 (f, n & o)
Standard 2.4 (e & g)
Standard 2.5 (d)
Standard 3.1 (e)
Standard 3.2 (d)
Standard 3.3 (a, b, c, d & e)
Standard 3.4 (c) |
Standard 1.6.1
Standard 2.1
Standard 2.1.1
Standard 3.1.1
Standard 3.1.2 |
1 Service Coordination principles and practice standards are articulated in the Victorian Service Coordination Practice Manual. Points of Evidence for Service Coordination practice are contained in the Continuous Improvement Framework (CIF).
2 QIC notes that “caution needs to be taken in aligning QIC evidence questions (EQs) as they are not performance indicators for the standard, rather prompts for discussion to scope out the functions of a system that would be inherent in order that the system would meet the standard. Nevertheless, EQs do support assessment against the Performance Standards.”
3 Only applicable if GP is a participant in consumer’s care
4 In reference to 4a, all other service delivery standards apply, as QIC has cross-referenced these.
5 In reference to 5a, all other service delivery standards apply, as QIC has cross-referenced these.
Contact
Contact information for further enquiries. |
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