What is the system challenge?
St. Joseph’s Care Group (SJCG), Alpha Court, Thunder Bay Regional Health Sciences Centre, and the Canadian Mental Health Association (CMHA) have been partners in a centralized client referral system for many years. Until recently, the system only included Mental Health Outpatient and Case Management services, with no support for supportive housing. Coordinated mental health and housing services reduces the complexity of system navigation for clients and supports increased access to appropriate services in a timely manner. Without a coordinated effort, there is limited opportunity to move people to appropriate levels of supported housing as their needs change; consequently, flow is not created in the system.
What are we doing about it?
The Northwest Provincial System Support Program (PSSP) team in Thunder Bay team partnered with local organizations to assess their centralized mental health intake process and identify gaps and priority areas requiring improvement.
The team developed “Access Point Northwest” - an online wait-list management tool and database that provides clients with a single, coordinated online mental health and housing services referral process. Launched in the fall of 2017, Access Point Northwest provides coordinated access to a number of services within the large network of service providers through one application and referral assessment process. Based on Toronto's mental health and addictions "The Access Point" web portal, this system is tailored to the unique needs of the Northwest region's client base.
The improved system adds housing coordination and chronic pain to the centralized intake and assessment process, and will process referrals, conduct brief client assessments, and match clients with appropriate mental health and housing services. A coordinated effort will allow the system to prioritize a client's needs, standardize decision-making in terms of access to service, and promote fair and equitable access system to any client requiring supportive housing.
Coordinated housing services further enable the linkage of resources, prevent duplication, and help clients obtain the appropriate level of care and permanent housing. To ensure stable and successful housing, support is tailored to match a client's needs with the level of support offered at a supported housing site.
The new system will require changes to the way referrals are completed, and new software to assist service coordinators when helping clients. Referrals can be completed online, by phone, or in person. The tool also allows for easy collection of system navigation data. All service coordinators are housed under one roof and are cross-trained to accept referrals for any participating program. Coordinators are knowledgeable about the service offerings provided by external organizations that do not participate in Access Point Northwest, so that they can refer clients who do not meet the eligibility criteria and provide a warm hand off to their new agencies.
How do we know it works?
Northwest Access Point will ensure entry into service is accessible, timely, and equitable...and is also a promising source of data to assess trends in the need for and provision of mental health services
— Nicole Latour, Executive Director of Alpha Court
Access Point Northwest removes guesswork and ensures patients access the right care at the right time. This collaboration is one way we are improving experiences for patients.
— Jean Bartkowiak, President & CEO, Thunder Bay Regional Health Sciences Centre
Access Point Northwest is the first of its kind to support the outpatient referral process for clients and primary care providers in the northwest. This shared model has been successfully implemented by CMHA branches in other areas in Ontario, and we look forward to reaping similar benefits to access and care.
— Sharon Pitawanakwat, Chief Executive Officer, CMHA Thunder Bay
Next Steps
Community and stakeholder education about Access Point Northwest is ongoing.
Contact
Julie Kivinen, Regional Knowledge Exchange Lead
- Thunder Bay
- (807) 626-9145 ext. 77209
The Access Point Northwest (General Inquiries)
- Thunder Bay
- Phone: (807) 624-3482
- https://northwestaccesspoint.ca/