Australian Government Department of Health
Many older Australians, especially those who already experience socioeconomic disadvantage or come from diverse backgrounds, find the aged care system complex and difficult to access and navigate. The Australian Government introduced the ACSN measure to help address this issue.
The extension measure builds on the lessons learned through the implementation and evaluation of the original measure. It will be trialled in approximately 30 locations around Australia and aims to provide older people and their families with face-to-face navigator services and personalised information and support.
The department engaged AHA to evaluate the extension measure. Our evaluation will explore:
We will meet these objectives by conducting 2 parallel streams of work. In the first, we will conduct interviews with navigators responsible for delivering services, older people and their families who access navigator services, and a range of stakeholders with a role in referring older people and their families to navigator services. These stakeholders may include, for example, health professionals, aged care sector representatives, and professionals and volunteers from community-based services.
In the second stream, we will create a bespoke online data management platform that will allow organisations delivering the ACSN trials to regularly submit navigator activity and customer feedback data. Data submitted via this platform will not only inform our evaluation but will be available to participating organisations in the form of an interactive dashboard, supporting their own performance monitoring and continuous improvement activities. Within this stream of work, we will also intermittently collect navigator-developed case studies and information about trial expenditure from participating organisations.
Our final report will include recommendations for the design and implementation of future policy related to aged care navigation and access.
AHA’s evaluation of the original ACSN measure found that it provided an important means of supporting older people to better understand and engage with the aged care system. It also identified several opportunities for improvement that have been incorporated into the extension measure.