What is Service Coordination?

Service coordination reform aims to place consumers at the centre of service delivery - ensuring that they have access to the services and information they need, opportunities for early intervention, health promotion, and careplanning, in working towards improved health outcomes. 
Better access to services is the philosophy that underlies every Primary Care Partnership. The aim is to develop, sustain and support a framework for service providers across Victoria that will help them work together more effectively.
Agencies have come together to agree on how services are coordinated and how they will communicate with each other so that health and care information is collected in a more consistent manner.  

The key policy document driving this reform is  the Better Access to Services: A Policy and Operational Framework which articulates the principles and requirements to improve service coordination in Victoria.

Agencies that have successfully implemented service coordination understand that using the tool templates (SCTT) is only a part of care coordination but through examining and modifying current practice both within their own agencies and how they interact with other agencies, is equally important. 
The full implementation of service coordination requires revision of client intake processes, including eligibility and risk assessment criteria, an examination of referral mechanisms and a systematic approach to the management of waiting lists.

Service Coordination is underpinned by the following principles:

• A central focus on consumers
• Partnerships and collaboration
• The social model of health
• Competent staff
• A duty of care
• Protection of consumer information
• Engagement of other sectors
• Consistency of practice standards

The Service Coordination elements are:

• Initial Contact
• Initial Needs Identification
• Assessment
• Care Planning
• Referral

Service Coordination and CHPCP
CHPCP continues to have a strong service coordination focus.

Service Coordination Survey Results

Home Safety Checklist Tool
Developed by a range of services to highlight risks when providing home visiting services.  The tool can be shared when referring to another agency.
    - Home Safety Checklist template - click here
    - Home Safety Checklist - Protocols - click here
    - How to use the electronic Home Safety Checklist - click here

Working Alone in the Community Forum
Workers in the community setting came together to discuss the issues faced when working alone across a range of disciplines including HACC, District Nursing and Counselling.

Youth Options Guarantee 

Active Service Model (ASM) 
Planning is underway for the implementation of the ASM in 2009.  A working group is currently positioning agencies to readiness for implementation.
Active Service Model Discussion Paper 2008

Connectingcare online service directory and e-referral system
Connectingcare is an online service directory and e-referral system used by 19 primary care partnerships across Victoria.  Connectingcare provides information on over 6000 services across Victoria. 

For more information about Connectingcare click here.
To access the Connectingcare system click here.


For further information about Service Coordination in CHPCP please contact Service Coordination Industry Advisor, John Dixon, ph 03 5338 4772 or email johnd@chpcp.org

A range of resources, and research documents related to these areas is located in the Resources area of the website. 

Useful Websites
Victorian Service Coordination Practice Manual
Good Practice Guide for Practioners
Continious Improvement Framework
Primary Care Partnerships - Service Coordination
Service Coordination Tool Templates (SCTT)