Page 134 - Experience Based Co-design - a toolkit for Australia

Case Study 3 – Join the conversation: Evaluating the
effectiveness of experience-based co-design in improving the
client experience of mental health transition across health sector
interfaces
Organisations: Victoria University, Australian National University, Western Health Website: http://aphcri.anu.edu.au/files/Experience-based-full-report.pdf
Contact person: Kate Cranwell (Kathryn.cranwell@wh.org.au)
Source
Cranwell, K., McCann, TV and Polacsek, M. Join the conversation: Evaluating the effectiveness of experience-based co-design in improving the client experience of mental health transition across health sector interfaces. 2015. APHCRI.
What were the goals and aims of our project?
Overall Aim:
To use Experience Based Co- Design (EBCD) to improve consumers’ experiences of mental health services as they transition through tertiary services to primary care and self-management support.
Objectives:
To understand the experiences of consumers as they transition through tertiary services to primary care and self-management support
To Identify opportunities for service redesign and integration, to improve consumers’ service transitions
To develop, trial and evaluate service redesign initiatives aimed at improving consumer experiences of transitions
To promote greater understanding of services, more integrated care across the system, and more effective communication between stakeholders.
Why they did it?
Health services, including mental health services, tend to be fragmented and slow to respond, leading to poor health outcomes for consumers. The Fourth National Mental Health Plan recommended improving coordination between primary care and specialist mental health services, and suggested that emergency and community services develop protocols that support care transitions between services. The Fourth National Mental Health Plan also recommended that health provider staff should engage actively with consumers at all levels, including research, policy development and service delivery.
What did they do and what EBCD tools did they use?
Consumers with mental health conditions who were frequent attenders at three emergency departments across Melbourne were recruited to participate. Staff from regional mental and community health services and GPs were also invited. Filmed interviews with consumers were conducted over a three-month period. Focus groups