Internship project: Understanding care pathways that lie behind digital front doors in New South Wales

Project Participants

Status: Ongoing

Opportunity

The implementation of virtual models of care has been accelerated since the coronavirus (COVID-19) pandemic and has led to new ways of working. Health service organisations are now leveraging digital platforms using patient portals, symptom checkers and telephony services to create ‘digital or single front doors’ to guide access to care services and triage patients to the services they need. This is intended to reduce presentation at Emergency Departments (EDs) and improve the care experience for patients and carers. There is currently a significant gap in knowledge regarding both consumer and clinician understanding and expectations of how to access and use digital front doors and the care pathways that will be found behind them.

This project aims to map access points and the care pathways that will lie behind the NSW Health digital front door and understand clinician and service managers expectations. During the project, the intern will conduct a review of relevant documents, from each of the service delivery partners, describing the existing care pathways. Findings from the document reviews will be used to develop visualisations of the pathways that will be used as artifacts by partners to promote the NSW Health digital front door and care pathways.

Project Objectives

  • Review documents from service delivery partners to understand existing care pathways.
  • Describe the pathways through which consumers enter the health system based on the document analysis.
  • Support the develop of artefacts that can be used by service partners to promote the NSW Health digital front door and its care pathways.

Integrity, Excellence,
Teamwork and Authenticity

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