“ Through the Eyes of the Client ”. Service System Redevelopment. From the client’s perspective From the service providers perspective. Client Journey Experiential Study. Presenters:
From the client’s perspective
From the service providers perspective
Client Journey Experiential Study
Lyn McKay, Service System Redevelopment Coordinator, FMPPCP Julie White, ICDM Support Officer, FMPPCP/ICDM , Peninsula Health Community Health
"QUESTION: Do you feel you have been given sufficient information about your condition/ illness to manage it?
medically yes-well informed / practically-NO"
…….in accordance with good practice
Service Providers Responses
Are your clients actively involved in developing their treatment/care plans?
Have you been actively involved in developing your treatment/care plan(s)?
Do you have a treatment/care plan(s)?
If Yes, do you have a written copy of your treatment/care plan(s)?
“My own plan - I belong to a Bushwalking Group and walk 10 km /week”
- they (52%) had not been asked to give consent prior to service providers sharing their information with other services
Informed the development of numerous service improvement initiatives such as:
Development & piloting of Broader Needs Assessment tool through the PCP
“Working Together for Better Diabetes Care” Catchment planning initiative
Informed individual agency service planning
Informed Medicare Local discussions & included in MLO submission
Tel: 9788 1544
Tel: 9784 7764
Copies of the Client Journey Report available at: