Creating a Virtual Care Service Model at Central Coast Local Health District

Central Coast Local Health District: Defining a Virtual Care Service Model for delivering high-quality coordinated care to patients in a sustainable manner

Central Coast Local Health District (CCLHD) is a public health organisation that provides healthcare services to communities living on the Central Coast of NSW. CCLHD operates two acute hospitals (Gosford and Wyong hospitals) and two sub-acute facilities (at Long Jetty and Woy Woy) in the region, as well as several healthcare centres and community programs.

How Telstra Health supported CCLHD develop a service model for the Virtual Care Hub

To enable this vision, CCLHD engaged Telstra Health to develop a service model for the Virtual Care Hub. The Virtual Care Service Model would provide clarity on what clinical services would be delivered by the Virtual Care Hub, how the services would be delivered and what changes would be required to clinical and non-clinical roles.

To design the Virtual Care Service Model, Telstra Health undertook extensive stakeholder engagement with clinical and non-clinical CCLHD staff, as well as representatives from NSW Ambulance and the General Practitioner (GP) and Residential Aged Care providers. This involved facilitating interactive workshops to define the vision for the Virtual Care Hub, to co-design the Virtual Care Service Model and to surface key challenges, risks and mitigations relating to the implementation of the service model.

In summary, the Virtual Care Service Model has provided CCLHD with a strategic top-down view of the Virtual Care Hub, which will help create alignment across bottom-up initiatives and shape the implementation plan for the Virtual Care Hub.

¹ CCLHD Caring for the Coast Strategy 2019-24

The is a case study only. Results will vary depending on circumstantial organisational factors, including efficient organisation implementation, and the number of modules available and implemented by the client.