5 Implications for PHNs Following the Evaluation of PHN After Hours Program
Beacon Strategies
Supporting organisations to plan, design, implement and evaluate their work.
As a Primary Health Network (PHN) that commissions after-hours primary care services, it is important to understand the key findings of the Evaluation of PHN After Hours Program. This report highlights several areas where PHNs can improve their after-hours services to better meet the needs of their communities. Here are five implications for PHNs following this evaluation, along with suggestions on how to do it better.
1. Clarify the purpose of the program
The report found that there is a lack of clarity about the purpose of the program, which can make decision-making across different aspects of the program difficult. To address this issue, PHNs should take steps to clarify the program’s purpose and provide guidance on implementation, for example, developing clear objectives and performance indicators that are specific and align with national policy goals.
2. Improve communication strategies
Many stakeholders, including PHNs, considered that there was a need for highly visible entry points for clients seeking after-hours care. PHNs take time to develop effective communication strategies that promote a wider understanding of how to seek after-hours primary care that is appropriate and supports quality and continuity of care. Adopting different types of technology may be one way to do this. PHNs could use social media platforms or other digital channels to reach out to patients, allowing them to quickly contact patients, provide timely updates and disseminate accurate information.
Parallel to digital activities, PHNs could be raising awareness of available after-hours primary health care services by distributing physical materials such as flyers, brochures or magnets. They could work alongside local providers to distribute advertising material and organise speakers for community events in order to promote health literacy and improve communication.
3. Triage patients effectively
Mechanisms for triaging patients to the most appropriate after-hours options are needed. Using telehealth options in after-hours care where appropriate would be one way to do this. Telehealth allows patients to remotely receive medical care or consultations from healthcare providers. To ensure effective triage, PHNs should work closely with local health providers and other stakeholders to develop clear referral pathways and protocols. Though telephone triage and advice services exist in after-hours primary care, they require more direct support, particularly to support people with mental health issues or individuals in residential care.
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4. Monitor program efficiency
Some PHNs were more efficient than others in their use of funding for after-hours services which suggests room for improvement across the board in terms of program efficiency. To improve efficiency, PHNs should be trying to regularly monitor their programs and evaluate their impact. Conducting regular audits of service delivery and using data analytics to identify areas where improvements can be made might help PHNs keep on top of this.
Program efficiency could also be measured through any improvements made to the accessibility of after-hours primary health care, wider availability of GP after-hours services and increasing the effectiveness and efficiency of after-hours care to patients that have limited access to health services, such as patients who are living in rural and remote communities. It is also important for PHNs to implement systematic assessment and ongoing monitoring of the local after-hours programs for the continuous delivery of high-quality, locally relevant after-hours primary health care.
5. Conduct needs assessments in the context of a system-wide plan
The report found that needs assessments have generally been conducted well, but they could be more effective if they were set in the context of a system-wide plan for after-hours services. PHNs should work closely with other health providers and stakeholders to develop a comprehensive plan that addresses the needs of their communities, in order to achieve this. This could include identifying gaps in service provision, allocating resources effectively, and developing clear referral pathways. There are also benefits in conducting a needs assessment locally, to understand the local market and situation.
Room for improvements
The Evaluation of PHN After Hours Program highlights several areas where PHNs can improve their after-hours services to better meet the needs of their communities. If PHNs can apply these five suggestions, they can ensure that patients receive high-quality care when they need it most.
It is important for PHNs to take these implications seriously and work towards implementing them in their after-hours primary care services. By doing so, they can improve the accessibility and effectiveness of primary health care for all Australians.