Home Regional update Service Integration Intiative: Mid-Point survey results are in
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Service Integration Intiative: Mid-Point survey results are in


Q Shelter


Stephen Hawkins

Following the implementation of a benchmark survey (results reported 30 September ’20), during November ’20 a mid-point survey was distributed to the same pool of stakeholders across the nine initiative locations. The following provides a high level comparative overview of findings:
  • Benchmark response rate –  20%, (98 responses), mid-point 15% (67 responses)
  • Benchmark survey – 16.4% of respondents reported not to be involved in care coordination prior to the intiative, whereas the mid-point survey reported only 4.3% of respondents had not become involved.
  • Benchmark survey – 49.3% of respondents stated that the quality of care coordination prior to the intiative was rated very unsatisfactory, unsatisfactory or neutral. The mid-point survey reported a significant reduction in levels of dis-satisfaction in the quality of care coordination (8.7%).
  • Benchmark survey – 34.3% reported the care coordination process to being satisfactory, or very satisfactory, however, the mid-point survey indicated a significant increase in the level of satisfaction (87%).
  • Benchmark survey – client outcomes (very satisfactory or satisfactory) were reported at 61.2%, with the mid-point survey indicating an increased satisfaction level of 73.3%. Additionally, the benchmark survey reported satisfactory service outcomes at 65.7%, with the midpoint survey again indicating a increase (69.6%).
In reviewing the additional feedback provided in the mid-point survey, the strongest themes in what worked well were:
  • Care coordination seen as a collaborative approach (41.5%)
  • The role of a dedicated Care Coordination Facilitator  (15.1%)
  • Opportunity to share information and knowledge (13.2%)

In focusing on what could be done better, the top three themes were:

  • Enabling and maintaining place-based service commitment to care coordination (27%). Similar feedback was received in the mid-point survey reported (24%)
  • Continuance of dedicated Care Coordination Facilitator (23%). This feedback strengthened in the mid-point survey to 32%.
  • Formalising care coordination processes (18%), with the mid-point survey reporting 12%.
Whilst the above focus areas remained the top three theme’s across both surveys, feedback during the mid-point survey strengthened regarding the continuance of the Care Coordination Facilitator from 23% to 32%.
To track the progress of the intiative, the survey will be re-issued again in February 2021. Many thanks to those who have contributed to the intiative to date, and thank you in advance to those who will continue to inform the Service Integration Intiative.
If you would like to be involved further in this study, or have a general enquiry regarding the initiative, you are invited to send your enquiry to sii@qshelter.asn.au