September 2009

Care central to Southern Health

A new central telephone number will make access to Southern Health’s ambulatory services easier for patients and referrers.

Calling 1300 3 iCARE now enables automatic direction to the appropriate access team.

‘In the past, outpatient referrals and inquiries were managed within clinics,’ said Acute Ambulatory Services General Manager Greg Young.

‘With the establishment of the Outpatient Services Access Unit there is now a central point of contact with standardised practices for referral and inquiry management.’

The new system directs calls, faxes and emails to the appropriate bank of call takers, reducing call handling, wait times and the numbers of calls that are not answered.

The system also has the capability to prioritise calls from GPs, wards and the emergency departments.

The system also enables receipt of referral to be acknowledged via desktop faxing. 

‘This means our patients have equitable, timely and appropriate access to our services, referring practitioners receive timely acknowledgement of referrals received and appropriate communication,’ said Mr Young.

‘Our GP Liaison Unit and local GP Divisions are now promoting the new number with patient and referrer letters to carry the new contact details.’

The Department of Health provided $100,000 funding for the project.

•          For more information contact Fotini Strongylos in Southern Health Acute Ambulatory Services’ Access, Improvement and Performance Unit on 9554 9102.