Service Navigation
Finding Your Way Through the Maze Relieving Pressure on the System The Service Navigation Process The Business Case for Service Navigation Get Service Navigation in your Region This information is available for download as a PDF Brochure - Guiding the Way to Wellbeing |  |
Finding Your Way Through the Maze
Change is the Only Constant
The constant ongoing changes in health care and social services are daunting enough for even the most experienced health professional to keep up with.
It is much more difficult for the person suddenly faced with a health or social issue for themselves or a member of their family. People are often overwhelmed by their circumstances. This leads to situations where people get stuck; - unable to access assistance because they don't know where to go, or there seems to be no appropriate services available to them.
Service Navigation
Linkage Trust specialises in Service Navigation, which involves working one-on-one with people to assist them in accessing the information and services that best meet their needs.
Taking a holistic approach towards health, Service Navigation aims to improve several aspects of a person's situation that relate to their wellbeing. Issues seldom occur in isolation. It can be hugely beneficial for people to access wider information and services such as counsellors, childcare facilities, and home help which may be needed to support the core issues they are facing.
Expert Advice
We provide expert access to locally focused Health and Social Services, enabling people to connect to quality information about services in their area.
Navigation Tools
During these consultations Linkage Service Navigators use webhealth.co.nz as a catalyst to find multiple appropriate support services for a person to consider in assisting them to resolve the issues they face.
Up to Date Information
Our Service Navigators keep up to date with the constantly changing service and support environment ensuring that we connect people with the best services to meet their needs. This means we are aware of the entry criteria of the service providers we recommend.
Increasing Pressure on the System
Now more than ever, having timely access to health and social services is critical.
International evidence shows a "connection between increasing levels of unemployment and financial hardship, and rising tides of anxiety, depression and substance abuse". Peter McGeorge, of the Mental Health Commission, warns that a quarter of all New Zealanders could develop mental health problems as the recession deepens. The results of this are quickly seen in increased pressure on alcohol, drug addiction, problem gambling and mental health services.
Relieving Pressure on the System
- We can provide local, approachable skilled Service Navigators who actively connect people with social and health services and any other information they may need.
- Our Service Navigators provide people with choices regarding services - ‘They choose the service that's best for them, not us!'. This approach ensures people are more likely to continue forward and engage with the services chosen.
- By making people aware of the quality information and resources available, it empowers them to take responsibility for finding their own solutions to issues in their lives as well as support their own ongoing wellbeing.
- We are neutral. Linkage is a not-for-profit trust and is not aligned to any particular area of service provision. We work alongside service providers supporting the person accessing the service.
- Service Navigation assists in increasing the capacity of service providers by helping to ensure people are connected to the most appropriate service and that they meet relevant entry criteria.
The Service Navigation Process
Service Navigation uses a strength based approach in the presentation of information and language used. Service Navigation meets the needs of a wide range of people bridging non-clinical and clinical information and services.
Service Navigation enables people to start where they are at, in a safe environment.
The Business Case for Service Navigation in your Organisation
The Cost
In New Zealand, workplace absence costs more than $3 billion a year, a staggering $1693
per employee per year (http://www.ybt.co.nz/index.cfm/articles/the_true_cost_of_mondayitis.html).
Much of this absenteeism can be potentially linked to depression, drug and alcohol misuse, stress and distress caused by non work related issues. These include relationship difficulties, manageable conditions such as asthma and diabetes, and low morale.
Research
A review of Workplace Health and Safety Strategy Action Plans reports that one indicator of the impact of health and safety on productivity is the rate of compensated absences from work, (sick leave or ACC payments). Service Navigation provides a positive role in supporting the reduction in ACC compensation paid by supporting self responsibility, ease of access, and brokerage.
Important Finding
A report by the Southern Cross Medical Care Society in April 2009 estimates the cost of illness to New Zealand employers is likely to be more than $1,500 per employee or over $2 billion across the whole workforce. The research shows the major share of those costs is not absence from work but lost productivity of employees who still go to work when they are sick. Southern Cross Health Insurance Chief Executive, Peter Tynan said the research points to some Kiwi workers having difficulty accessing affordable healthcare for longer term health problems (http://www.southerncross.co.nz/index.cfm?35C4451B-55CF-4F30-B5FA-90C1D463158E).
The Results
Many companies who have championed ‘work life balance programs' find levels of absence reduce as a result. Productivity increases, stress levels decline and recruitment and training costs reduce as retention rates increase.
Following the introduction of a wellness program within Telecom Retail, Greg McAlister CFO of Telecom Retail says "average sick leave decreased from 14 days to 9.6 per person, amounting to savings of $2.4million dollars. It has also improved overall productivity." (http://www.ybt.co.nz/index.cfm/articles/the_true_cost_of_mondayitis.html)
The Solution
Service Navigation offers staff a way to be proactive in managing these situations, giving employees the tools to make good choices about their health and wellbeing. The introduction of Service Navigation for your employees is a beneficial part of any Workplace Wellness or Work/Life Balance program.
Scenarios 1
Richard is a professional working for a healthcare company. He finds the stress of the workplace too much lately and he now has days of feeling exhausted. He has felt less able to talk with his colleagues and he comes to Linkage Trust to ask about what could be wrong.
The Service Navigator discusses recent changes that have happened at home as well as at Richard's work. At work Richard has been doing the same type of work for sometime and while there have been some changes Richard doesn't see how this could have affected him this way.
He is worried that he isn't able to do his job and he might have to leave. Part way through the discussion Richard begins to look sad and tearful. It seems that Richard's wife has been diagnosed with cancer. Richard is fearful that his wife will die.
Richard is unable to say how afraid he is to his wife as he believes he has to be strong for her. He has been lying in bed awake at night worried sick. The Service Navigator enquires about how Richard believes his wife may feel and also suggests that the Cancer Society could help support them both as well as their family. Richard is also offered advice about speaking to his manager at work to get some time off to support his wife as well as ensuring that his work is completed. He is provided with information on the company's Employee Assistance Program that he is able to contact while with the Service Navigator, to arrange an appointment.
In a follow-up contact Richard tells the Service Navigator that he spoke to his manager and he has been able to have some time off as well as some reduced hours after his wife's initial treatment. His manager has said how worried they were about him and let him know how important he is to the company. Following support from the Cancer Society Richard has spoken to his wife and his sleep has improved. He now plans to return to work in 2 weeks.
Scenario 2
Marama comes in to see a Service Navigator after being referred by her GP. She has just separated from the father of her children, and has been recently made redundant. Marama admits that she is scared of making an application to Work and Income, because she can't read and write. The Service Navigator refers Marama to a Benefit Advocate who can assist her with the paper work, and also assists Marama to choose a counsellor who can work though issues relating to the break up. During a follow up call Marama discloses to the Service Navigator that she is finding it difficult managing the children on her own. The service navigator refers Marama to a family support service who specialise in assisting single parent families.
Scenario 3
Karen has often used the navigation service. Karen has been told she has a mood disorder called Bi-polar and while this appears to be well controlled with medication she still experiences periods of mania.
Karen comes into Linkage Trust when she feels distressed and asks for help. The Service Navigator supports Karen in completing a self-assessment of her wellbeing. This is discussed to identify Karen's most important needs and to prioritise her goals.
An Advance Directive is discussed as a tool to plan Karen's wellbeing and to support increasing the involvement of her Key Worker in the community mental health team. The Advanced Directive will help Karen to inform the Key Worker of the difficulties she still has with staying well on her current prescription. Advocacy is offered to Karen to support
developing a crisis relapse plan with her Key Worker to reduce the risk of becoming unwell
again.
The experiences of other people with similar challenges is discussed in regards to how Peer
Support could assist Karen with sharing her story with others, and receiving acknowledgement from them for her own strength and wisdom. Karen becomes aware that Peer Support could be an important part of staying well as she is often fearful and frightened by her situation, becoming lonely and often afraid that she is a failure.
During the discussion Karen accepts the offer to contact some of the Peer Support services
listed on www.webhealth.co.nz while with the Service Navigator.
Karen is contacted the following week by the Service Navigator to reaffirm her goals, enquire as to any further barriers that may arisen and offer support for solutions to overcoming these.
Scenairo 4
Wiremu calls Linkage Trust - he is worried about his elderly mother, who is living alone
in a council flat. Mrs Barrie has become frail in recent months, and Wiremu is worried that she can't keep living alone without support.
He's also concerned because one of his brothers seems to be using this frailty to take financial advantage of Mrs Barrie.
The Service Navigator recommends that Wiremu call a local service that focuses on working with elder abuse. Wiremu is also given information about the process to get an older person assessed for publically funded elder care. He is given the number for a private company that can provide in-home support.
Scenario 5
Jeremy comes in to see a Service Navigator, after finding us in the phone book. He is in his early 20s, and has been smoking marijuana heavily since his teens. Jeremy's partner is pregnant, and Jeremy wishes to stop smoking marijuana before the baby is born. He's been trying to stop cold turkey, and is experiencing some strange effects of this, namely anxiety and irritability. Jeremy is worried that he will start smoking again soon because of these side effects. During the consultation with the Service Navigator, several services are identified that could assist Jeremy on the road to recovery. Using the phone in the consultation room, Jeremy makes an appointment with the service that he feels most comfortable with. Several days later the Service Navigator calls Jeremy, who reports that he feels much calmer, and that he very much appreciated the assistance of the service navigator in choosing the most appropriate service.
To provide services using the best approach that suits the person seeking assistance. We often hear people telling us that we really listened, or that helping with the search for services made it possible for them to regain their strength and wellbeing.
- Great service, compassionate person. I appreciated the guidance
- Please just keep up the friendly smile and service that I got when I arrived, these days that means a lot
- Your staff member was great. A good listener, and made me feel related to and comfortable in a highly stressed situation.
- Great service and extremely friendly and helpful. Thank you.
- Very good help
- It was extremely helpful
- First time and very professional and friendly, Easy first step, Thank you!
Get Service Navigation in Your Region
If you would like to make enquiries about getting Service Navigation or any of the other Linkage Trust Services in your area please contact Manager Funding & Marketing, Graham Potter on:
Mobile (021) 750 827
Email graham "at" webhealth.co.nz
