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Objective: An integrated intake, information and intervention service, Triple I (Hub) was evaluated against its goal to be streamlined, co-ordinated and patient focussed. The integrated service co-located six previously disparate services, often accessed by the same patients and healthcare professionals. The service was evaluated five months after implementation.
Methods: Review methods included satisfaction surveys and observations made by an external expert.
Results: Survey findings from 118 participants indicated positive perceptions of all aspects of the service provided by Triple I (Hub), with similar ratings provided by staff (n = 56) and clients (n = 62). The external expert reported that there was improved job satisfaction expressed by staff, and there was significant reduction in processing time of aged care referrals from 3 weeks to less than 24 hours.
Conclusions: Evidence from mixed methods evaluation was used. Quantitative survey results only reported satisfaction by users, but observations provided supplementary indications for service development.
Keywords: primary health; community health; integrated service
Introduction
Centralised intake refers to a single place or process for people to access a particular kind of assistance. There are different types of centralised intake centres established in the world serving a variety of population. The South Western Sydney Local Health District (SWSLHD), a division of the New South Wales Ministry of Health, Australia, sought to provide a client focussed intake, information and intervention service through infrastructure redesign. The SWSLHD was established in 2011 as part of health reform aimed at increasing regional capacity to meet local health needs (Strategic Priorities in Health Care to 2021, 2012). SWSLHD serves close to 1 million people in urban, semiurban and rural communities across a geographical area of over 6000 square kilometres. The area is expected to undergo significant population growth in the next two decades, along with an increased proportion of aged population that will be higher than the State average (Sydney's Growth Centres, 2013). Pre-existing health services in the region had previously adopted a model of centralised community intake, such as the Referral and Information Centre RIC Central (Bankstown, Liverpool & Fairfield) and RIC South (Campbelltown, Camden,Wollondilly andWingecarribee) for aged care services. This integrated service had been evaluated by users of the service who completed a purpose designed questionnaire, the Centralised Intake Performance Outcomes Scale...