Service Coordination

Service coordination reform aims to place consumers at the centre of service delivery - ensuring that they have access to the services they need, opportunities for early intervention and health promotion and improved health outcomes. Service coordination is facilitated by Primary Care Partnerships where agencies come together to agree on how they will coordinate their services so that consumers experience a health system that works together.

The "Victorian Service Coordination Practice Manual" defines the common practices, processes, protocols and systems which support Service Coordination across Victoria. It replaces all local and regional Service Coordination Practices, Processes, Protocols and Systems (PPPS) manuals (16 different manuals were in existence in May 2006). The manual:

• articulates Victoria’s Service Coordination vision and practice standards.
• documents clear expectations for agencies and practitioners.
• provides information on systems and other supports available to agencies involved in Service Coordination.
• guides the implementation of Service Coordination at an agency level.
• provides a resource for managers and practitioners involved in Service Coordination.

The manual includes a pull-out poster that describes the consumer’s path through Service Coordination.
The manual is supported by two resources: the "Good Practice Guide for Practitioners" and the "Continuous Improvement Framework" (note that the framework is in draft form. A final version will be available after development of the Service Coordination implementation survey).
A list of frequently asked questions is also available for your information.

For more information, please visit the Implementation of service coordination on the DHS website.

Following an recent audit assessing quality of referral information, the KBPCP Access Working Group has developed a 'cheat sheet' that describes minimum referral details needed to commence a service.

Useful for both referrers and services receiving referrals, laminated'Cheat sheets' are available via the PCP office or you can download your own copy here.

The following link describes how PCP member agencies will conduct business when dealing with clients in common. Click here for more information.

Further information can be found at:

• Service Coordination Guidelines - Overview
• Victorian Service Coordination Practice Manual
• Poster of Consumer’s Pathway through Service Coordination
• Good Practice Guide for Practitioners
• Continuous Improvement Framework
• Workforce development

Templates & Forms

Back to top

Service Coordination Tool Templates (SCTT), guidelines and GP Victorian Statewide Referral Form (VSRF)
Service coordination is underpinned by a common set of forms and guidelines for the human services and a common form for use by general practitioners.

• Victorian Statewide Practice Manual
• SCTT2009 Forms and User Guide

Other information that may be of interest

• Tool templates, guidelines & GP Victorian Statewide Referral Form
• Privacy resources
• Information Management & Information Communications Technology
• Community Health Plan