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14 October 2005 - Melbourne

Single point of Entry Story of a Psychiatric Triage Service Assoc Prof Saji Damodaran Peter Gibbs, Peter.Gibbs@southernhealth.org.au Hospital: Achilles. 14 October 2005 - Melbourne. Multiple Points of Entry. Three Child and Adolescent community services

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14 October 2005 - Melbourne

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  1. Single point of EntryStory of a Psychiatric Triage ServiceAssoc Prof Saji DamodaranPeter Gibbs, Peter.Gibbs@southernhealth.org.auHospital: Achilles 14 October 2005 - Melbourne

  2. Multiple Points of Entry • Three Child and Adolescent community services • One Child and Adolescent inpatient service • Three Crisis Teams (CATT), four adult community clinics • Three adult inpatient units, two Emergency Departments

  3. Variable Response • Time of day • Discipline of person • Personal differences • Limited range of responses

  4. Resulting In… • Responses not matching whole need • Poor continuity between specialist psychiatric services and other service providers • Less than ideal timeliness and appropriateness of response • Pressure on Emergency Departments • Poor consolidated data for service improvement

  5. Drivers • Service reorganisation • Two area mental health services amalgamating • Persistent complaints • Poor service coordination

  6. Primary Features • Dedicated Single 24/7 Call Centre • Single 1300 Number • Technology Based Service • QMaster • Heat Call Logging • Groupwise • CAMHS and Adult • 100% Clinical Response • Captures all Telephone and Walk-In Presentations • Direct Post-Triage Mobilisation

  7. Secondary Features • Full Searchable Data Storage of Clients and Referrers • Inbuilt Clinical Decision Pathways • Environmental Risk Assessment for CATT • Early Psychosis Questionnaire • Frequent Presenter Capture • Crisis Management Plan Flagged • Closure by Feedback Only

  8. Progress • Commenced 27th September 2004 • 12.1 EFT • 6.0 x RPN4 • 4.5 x RPN3 • 0.5 x SW2 • 1.0 x Secretary • 0.1 x Consultant Psychiatrist • Phone 1300 369 012

  9. People

  10. Data • 38 week period 1st October 2004 to 22nd May 2005 • 29,351 total calls recorded (projected 40,000 p.a.). • Number of calls per month is consistent at around 3,600 calls.

  11. Downstream Effect • Data collected in early 2004 indicated that annually 7,080 intake referrals were generated from 30,000 contacts, or 23.6%. • Current data indicate that 1,386 intake referrals were generated from 29,351 referrals, or 4.7%.

  12. Proportion of service response to calls

  13. Waiting time

  14. Walk-Ins

  15. LESSONS LEARNT • Community expectations • Training requirements • Information system challenges • Staff satisfaction, training and peer support • Real time link to other sites

  16. What will you do differently next time • Improved IT system with more flexibility • Real time access to all sites • Training to all staff • Community engagement • More base line data

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