Discussion
This Queensland Health-funded program is being offered at nine Queensland Health and non-government organisations across 36 treatment services in Metro North, Metro South and Sunshine Coast Hospital and Health Services (HHSs) and is currently being expanded to alcohol and other drug services across Queensland.
The 2019-20 expansion of Adis-Link to Metro North and Metro South alcohol and to other drug service providers was evaluated by looking at:
- referral outcomes as indicated in shared Kiteworks folders
- client feedback
- service Provider clinician feedback
- Adis counsellor feedback
Referral Outcomes
- from the total of 195 direct referrals, 122 (63%) scheduled an appointment and of these, 84% attended their first appointment
- 46 directly referred clients (24%) were unable to be contacted
- 15 (8%) of referred clients declined service when contacted by the service provider
- two (1%) were considered inappropriate by the recipient service provider.
Client Feedback
25 responses were received via the Citizen Space survey as at 26 June 2020. Feedback received from the client survey indicated that:
- clients felt heard and supported throughout their call
- the overall service provided by Adis was good or excellent
- the assertive referral process was very easy or easy
- clients were very likely or likely to continue to engage with AOD treatment.
The main messages from clients were that the Adis counsellor was non-judgmental and the process worked well for them.
Service Provider Clinicians
Overall, service provider staff agreed (61%) or strongly agreed (22%) that they were satisfied with the quality of Adis-Link referrals.
Clinicians noted that advantages of Adis-Link included:
- streamlines the process for clients making it easier for them to access treatment
- provides the information they need in the referrals
- provides an option for clients to get support outside business hours due to Adis being a 24/7 phone service.
Adis Counsellors
Adis counsellors indicated that they think Adis-Link can benefit Adis callers (55% strongly agree, 36% agree) and has improved the relationship between Adis and other participating service providers (36% strongly agree, 36% agree)
evaluation data will continue to be collected throughout the current 2021 statewide expansion.
Lessons learnt
- keep the referral process consistent across all participating providers
- simplify the Kiteworks feedback folders to make the feedback process easier for service providers
- have a clear protocol for communication regarding progress of referrals
References
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Queensland Health (2020). Privacy and Confidentiality. Retrieved from https://qheps.health.qld.gov.au/csd/business/records-and-information-management/privacy-rti/faqs
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