| Service 2 Service (S2S) |
Three trials have commenced throughout the North Coast of NSW to help people navigate the ‘Service Maze’ – the often confusing range of health and welfare services on offer after an accident or health-related problem. The Northern Rivers Social Development Council, in conjunction with the NCAHS, the Department of Ageing, Disability and Home Care and other HACC funded community service organisations are trialling new technology developed by Infoxchange Australia to assist older people and people with disabilities, through this ‘Service Maze’. When a person leaves hospital or receives a community care service for the first time they may be referred to several different services, all designed to help the person get back to full health. The services required are often varied and confusing. A patient with a hip replacement will possibly need a rehabilitation service, home nursing, meals-on-wheels and even someone to make modifications to their home. Only a select number of services will be using the S2S eReferral and Service Coordination system during the trial. The system effectively links the services so a client case manager can see what services are available and when they can be used. With the client’s consent, the S2S system will be able to provide the same client information to all participating services. The S2S system will thus reduce the need for clients to continually repeat their story as they navigate through one service after another. The system aims to iron out some of the inefficiencies currently occurring. As one case manager reports, “Several months ago two home nursing services arrived at a house at the same time to provide personal care to an elderly client. Neither service knew about the other service.” Another worker reveals, “We went to check up on a bed-ridden client. She hadn’t had any personal hygiene services for a week. It was so sad to see the women in this state. Apparently a referral was sent, but the personal care service never received it.” The S2S system automates the communication between services to reduce the wasted time staff have previously spent chasing up information. By also insuring staff are notified of each referral, improved service delivery is ultimately achieved.  Lorrain Gbric from Kempsey District Hospital receives on-site support when using the S2S system for the first time Security and PrivacyS2S eReferral adheres fully to standards that protect client privacy. Client consent must be obtained to progress through the system and various approval levels apply. Better Case ManagementMary is elderly and her memory is not what it used to be. She calls a HACC service to request help at home. However, her daughter has already requested assistance and Mary is on the waiting list.When Mary phones, Silvana from the HACC service logs in to S2S eReferral and locates her record. By looking at the Service Summary for Mary, Silvana can see what services she is already waiting for and avoids duplicating the request. Mary tells Silvana she'd like to receive Meals on Wheels as well. Silvana uses Service Summary to contact and inform Mary's case manager. Mary's care continues to be overseen centrally by her case manager. Better CommunicationDay Care Centre – “I often refer clients to Meals on Wheels. With S2S it is very easy to make a referral. I get a quick response back to say they have acknowledge my referral and information about the referral is logged on the client record for future reference”
Infoxchange Australia Infoxchange Australia is a national not-for-profit social enterprise working to strengthen communities using information technology as the primary tool to create positive social change.
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