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Enhancing Aged Care Services: Electronic Referral & Waitlist Success Story

This collaborative success story showcases the implementation of an Electronic Referral and Waitlist system in the Central East Aged Care Assessment Service in Victoria. The innovative system streamlined processes, improved communication, reduced administration time, and enhanced service coordination. Through a web-based platform, clients could register on the waitlist for their preferred providers, leading to significant reductions in non-value-added tasks and administrative hours. The system also facilitated better communication, timely feedback, and monitoring of client needs. With future enhancements like interfacing with ACE and E-Referral, the system is set for further improvements and increased efficiency.

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Enhancing Aged Care Services: Electronic Referral & Waitlist Success Story

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  1. CACPS, EACH AND DEACH Electronic Referral and Waitlist (ERWL)- A collaborative Success StoryCentral East Aged Care Assessment ServiceVictoria Presenter: Moyra Kwan (Manager Central East ACAS moyra.kwan@easternhealth.org.au ‘Promoting Independence’

  2. ACAS Overview • Initial project (2005-2006) in the Eastern Metropolitan Region of Melbourne (EMR with 7 LGAs). • Population >70yrs + ATS I: 101,842 (June 2007-ABS Pop’n projections 2002-2020) • Number of ACATs : 3 • Total number of completed assessments 06-07: 9,893 • Number of CACPS newly recommended 06-07: 1,350 • Number of EACH newly recommended 06-07: 431

  3. Number of packages and Providers/ACAS in the EMR 2004 • CACPS: 1249 • General EACH: 87 • Providers: 18 2007 • CACPS: 1889 • General EACH: 212 • Dementia EACH: 95 • Providers: 28

  4. HISTORY • Since January 2000- Regular forums with ACAS teams and the providers of packages. • Increasing number of providers. • Growing waiting list. • Clients multi-listed • Identified need for a centralised waitlist mechanism.

  5. Initial Developments • Centralised waitlist management system using ACE. • Waiting list centrally monitored and circulated to providers. • In collaboration with providers developed: • agreed operation protocols and processes. • referral tool to assist in prioritisation • agreed communication processes

  6. E W/L Project • Submission for funding to develop electronic waiting list. • Contracted project worker from regional Primary Care Partnership (CEPCP) • Evaluation

  7. Electronic Waitlist and Referral System • Web-based • Accessed through a secure online portal • Clients registered on waiting list for their preferred provider/s. • Information is stored in a secure client data repository. • Priority mechanism

  8. Logon page

  9. Filter screen

  10. Add to waitlist screen

  11. Waitlist

  12. View Client Details

  13. View Client Details (cont)

  14. Attachments • Statewide Service Coordination Referral Tool template (ScTT) • Referral priority tool • E-ACCR

  15. Consent

  16. Evaluation • 75-90% Reduction in Non -Value Added (NVA) tasks in medium to larger Service providers and 40-50% in two ACAS. • 40 hours per month reduction in administration time for the larger CACPS. • Reduction in “real time” work on the part of the case manager within provider agencies who use the waiting list directly and avoids duplication of effort • Reduction in process cost of 42 hrs per month at one ACAS and 30 hrs at another ACAS

  17. Evaluation • Improved communication of client processing on waiting list - real time • Increased and more timely communication and feedback about client and system issues across sector. • Improved response to client/ family needs. • Improved waiting list monitoring of clients. • The ability to generate reports to enable data analysis and monitoring of demand and trends.

  18. State-wide Usage 30th March 2008 • All ACAS teams with the exception of two. • All providers. • 12802 Referrals • 1004 Users • 285 Services • 164 Agencies.

  19. State wide Governance Structure • A Chair Person. • A Secretary • One service provider from each DHS region • One ACAS representative from each DHS region. • A representative from the Department of Human Services by invitation and with no voting rights. • A representative from InfoXchange Australia by invitation and with no voting rights.

  20. Regional Steering Committee: • A Chair (rotating) • A secretary (rotating) • Up to 5 Ordinary Members from the local user group • ACAS designate

  21. User Group (Regional Network) Representatives of the Service Providers and the ACAS from each Region.

  22. On-going enhancements Reports • Number of clients allocated to each provider. • Number of clients allocated to each program. • Number of clients by age. • Clients from a CALD background. • Clients added to the system for the last 12 months. • Number or people waiting by LGA. • Number of people waiting by priority. • CALD background by LGA

  23. On-going enhancements Reports • Client waiting time by LGA • Number of clients LGA. • DVA eligible clients. • Financially Disadvantaged Clients by LGA • Clients with dementia • Clients from non-english speaking background • Number of clients who did not receive a package and how long they waited on the list • What happened to clients who received no package?

  24. Future enhancement • Interface with ACE- Imminent • Interface with E-Referral- Imminent • More reports

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