Summary Consultation Report - Service provider questions

Service providers were asked a similar range of questions on how they view the client experience across the human services system. Questions were divided along the 'client journey', as above into the areas of 'Information and Access', 'Assessment and Support' and 'Long term support and case management'. Respondents were also able to provide free text comments and were invited to provide suggestions for improvement in each of these areas, as well as general comments.

Information and Access

Roughly half the respondents indicated that clients 'sometimes':

  • Had clear access to information and advice (54%)
  • Knew where to go to access services (57%)
  • Found help without getting the 'run around' (51%)
  • Were listened to and service providers understood their needs (50%) and
  • Were given choices and were better able to help themselves (52%).

Assessment and Support

Respondents indicated that in their view, clients either 'sometimes' (47%) or 'rarely' (31%) received a holistic assessment of their total needs.

Responses showed clients either 'usually' (49%) or 'sometimes' (37%) received multiple assessments across services that were unnecessarily duplicative.

Service providers said clients either 'sometimes' (48%) or 'rarely' (33%) had their information appropriately shared across services to assist in their care, and that 56% 'sometimes' received quality case planning and support.

Finally, respondents indicated that clients either 'sometimes' (50%) or 'rarely' (32%) knew what they needed to do to be actively involved in their care.

Long term support and case management

Service providers indicated that clients 'sometimes' (57%) received well co-ordinated and ongoing case management, but 19% indicated this was 'rarely' the case.

Around half of respondents (49%) indicated clients understood who was involved in supporting them and why, with a further 24% each saying this was either 'usually' or 'rarely' the case.

Just over half of respondents (54%) said they thought people supporting clients talked to each other and worked together, but 27% or respondents said this 'rarely' occurred.

49% said they felt clients were kept informed about the services they were receiving or waiting for, while a further 25% said this was 'usually' the case and 22% said it was 'rarely' the case.

Overall, service providers indicated that clients 'usually' (49%) or 'sometimes' (39%) struggled to manage multiple services and case workers.

Read more