Initial Contact

1. PROCESS SUPPORTS • Agency Assessment Tools • CEPCP Referral Tool • CEPCP Service Directory • CEPCP Referral Protocol • CEPCP Electronic referral Platform Diagram 2. Consumer Pathway through the CEPCP Service Coordination Model Initial Contact Initial Needs Identification Assessment Care Planning Service Delivery Consumer rings or presents at reception GP or service provider rings Does consumer require information only? • Consumer is provided information on: • services available • other agencies • health, health promotion • referral pathways and options • Assessment of consumer needs: • service specific • specialist • comprehensive Plan prepared for each consumer e.g. Care Plan, Individual Treatment Plan, Clinical Plan, Service Delivery Plan etc. yes no Does consumer require information only? Services required by consumer determined Would the consumer benefit from a Service Coordination Plan? Does consumer require an INI? No further action Appropriate action taken no no yes no yes yes Consumer provided with information on service, contact details, referral options. Consumer transferred to INI process staffed by Intake, Assessment,or Allied Health staff. • The INI/Intake Worker explains to the consumer: • INI purpose and process • how information collected will be used • consumer rights and responsibilities Staff explain to consumer the value of Service Coordination Plan. If the consumer consents Does the consumer need further assessment(s)? The INI/Intake Worker completes relevant* sections of the SCoTT, including risk assessment tools • *Relevant relates to: • agency practice e.g. INI maybe completed over time by a number of different staff • whether an assisted referral to another agency is likely. All mandatory fields must be completed. yes Service Coordination Plan Developed Is consumer eligible for service? Consumer advised of service options no • Consumer is • given an appointment for an assessment or • placed on waiting list Urgency and level of risk assessed yes Does the consumer need services provided by the agency? Does the consumer need further assessment for service(s) provided by other primary care agencies? Referral options and processes explained to consumer Consumer Brochure “Your Information: It’s Private” is sent to consumer yes Does the consumer require an assisted referral? Is consumer eligible for service? yes yes Worker obtains consent and makes referral using CEPCP Referral Tool yes • Consumer is • given an appointment for an assessment or • placed on waiting list Urgency and level of risk assessed no no Referral options and processes explained to consumer Consumer’s referral is returned to initiating agency Consumer makes self referral yes Does the consumer require an assisted referral? Is consumer eligible for service? Worker obtains consent and makes referral using CEPCP e-referral process yes no no Consumer’s referral is returned to initiating agency Consumer makes self referral • PROCESS SUPPORTS • CEPCP Service Directory • PROCESS SUPPORTS • CEPCP Service Directory • CEPCP Referral Tool • SCoTT • PROCESS SUPPORTS • CEPCP Service Coordination Plan Template • CEPCP Referral Tool • CEPCP Electronic referral Platform • Consumer Privacy Brochure • DHS Service Coordination Guidelines • CEPCP Referral Protocol