The Development of the ACT Health ‘Walk-in Centre’

1. The Development of the ACT Health ‘Walk-in Centre’ Susan Hayward Project Manager

2. The Australian Capital Territory Demographic Summary Population 2009: 352 189 Projected for 2059: 557 443 Number of people over 65 is projected to increase from 10.2 to 21% by 2059 Health Services Two public emergency departments managing over 100,000 people annually Shortage of General Practitioners

3. The Problem “Across Australia and in most industrialised countries, health systems are under enormous pressure caused by an ageing population, the impact of new technologies, escalating global workforce shortages, and increasing consumer demands¹” We need to plan, adopt new approaches, and change or modify our models of care and the way that we work. ¹ACT Health: Your Health-Our Priority (2008)

4. The Solution The development of a brand new model of health care that puts nurses at the forefront of consumer focussed primary care service using the latest information technologies A Walk-in Centre.

5. The Concept of a Walk-in Centre • A Walk-in Centre (WiC) is a primary health care service designed to provide fast, free access to health advice and treatment in a clinic-style environment • WiCs are nurse-led and designed to treat minor injury and illness, on a one-off basis, in an accessible location.

6. The ACT Walk-in Centre • WiCs in the ACT aim to relieve the pressure on public hospitals, provide faster access to treatment and to develop an innovative approach to the problem of workforce shortages.

7. The ACT Walk-in Centre The development of a WiC Model of Care progressed through 5 phases: • Phase 1: Background research (including a review of the British model) • Phase 2: Community consultation • Phase 3: Development of the Model of Care • Phase 4: Opening of the service to the community • Phase 5: Independent evaluation.

8. Phase 1 Background research (including a review of the British model) • WiCs have been operating in the United Kingdom for more than 10 years. In July 2008, a team funded by ACT Health travelled to the UK to observe the structure and operations of established National Health Service WiCs • Ten sites were inspected in areas that most closely resemble the size and demographics of the ACT, namely Bristol, Bath and Exeter. Sites in London were also visited as they provide a number of different care models in a variety of urban settings.

9. Phase 2 Community consultation • Following the UK site visits, ACT Health conducted a feasibility study with the publication of a discussion paper and organised community fora calling for feedback and ideas • The decision to progress the concept to the development stage was based on overall community support for a WiC in the ACT.

10. Phase 3 Development of the Model of Care (MoC) • The approach used for designing the WiC was based on ACT Health’s MoC Design Framework and underpinned by Project Management methodology • A MoC can be described as a ‘prescription for providing evidence based care to every patient, every day, through integrated clinical practice, education, research and accountability’.

11. Phase 3 Development of the Model of Care (MoC) The MoC Design Framework includes: • The aims and underpinning principles of service delivery • A ‘recipe’ for the elements of care (building, people, systems), caring, and providing patient and family centred care • The how, what, why and when of care delivery • Information about unit flows, where patients come from and go to, and the linkages needed for patient treatment • The multiple services and service relationships required for positive patient outcomes and individualised care.

12. Phase 3 Development of the Model of Care (MoC)

13. Phase 3 Development of the Model of Care (MoC)

14. Phase 3 Development of the Model of Care (MoC) WiC specific MoC considerations: • Governance • Service scope and business rules • Clinical requirements • Information technology (including specialist software) • Legislation changes • Workforce requirements (including training) • Building and infrastructure • Communication and marketing requirements.

15. Phase 3 Development of the Model of Care (MoC) Establishment of 5 Working Groups: • Clinical Services • Workforce • Information and Communication Technology (ICT) • Building and Infrastructure • Marketing

16. Phase 4 Opening of the service to the community • The first public nurse-led Walk-in Centre opened to the ACT community on 18 May 2010.

17. Phase 5 Independent Evaluation • ACT Health has engaged the Australian Primary Health Care Research Institute (APHCRI) at the Australian National University to conduct an independent evaluation of the ACT Health walk-in centre. This evaluation will provide feedback on the WiC’s effectiveness in terms of its structure, processes and outcomes.

18. Outcomes to date The ACT now has: • New opportunities for the community to access timely health care for minor illness and injury • New ways of using the health care workforce • New ways of using technologies to promote safe and consistent health care • New types of relationships with a variety of health care professionals built around the individual needs of the client • A new approach to health care that empowers the client to seek the right type of health care at the right time.