Case Study

West Metro Health Service Partnership

West Metro Health Service Partnership logo
West Metro Health Service Partnership logo
Helping Victorians receive acute care at home

The challenge at hand

With mounting evidence that providing care to people in their homes leads to better patient outcomes, the Victorian Government’s Better At Home Initiative was established to support the delivery of more hospital services within patients’ homes, through home-based and virtual care.

Through the Better At Home initiative, the West Metro Health Service Partnership (WMHSP) received funding to establish City Hub – a shared service hub that would support 24-7 at-home support and integration across a number of health services.

How we helped

Impact Co. was engaged to support the WMHSP to establish the City Hub. Over a four-month period, the Impact Co. facilitated an extensive design process involving consumers, clinicians and management staff. The design process included:

  • A rapid review of leading models of virtual and/or after hours care services in acute settings
  • A visioning workshop and interviews with a range of program stakeholders
  • 12 design workshops with consumers, clinicians, and management staff to develop the City Hub model of care
  • Two workshops with program stakeholders to refine the model of care

"The Impact Co. team were very attune to the key components of the project as well as some of the subtleties in project delivery. Their ability to immediately comprehend the task at hand was impressive. Both their verbal and written communication for the project were of an excellent standard."

Senior stakeholder, West Metro Health Service Partnership

The impact

A model of care for the City Hub based on the insights gained through the workshop was presented to the partnership along with a business case. Both were approved and the City Hub was established shortly after completion of the project.

The new City Hub would improve Victorians' access to hospital services within their homes, taking pressure off emergency departments across the region, and ensuring more people receive the right care.

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2024 Impact Collaborative PTY LTD