S71: “LETSS Talk Co-Design”. Case example of the co-design process in service design, and what we learned from the experience.

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By September 17, 2018 No Comments

Authors: Shandy Arlidge, Damon Fenech, Keryn Robelin, Lyn Whiteway, Jules Davis

Year: 2018

Event: 2018 TheMHS Conference


Type of resource: Conference Presentations and Papers

Abstract: This symposium will showcase a successful consumer and carer service co-design process, highlight the benefits that a paid peer workforce can bring to mental health service, and to talk about what we learned along the way. "The Lived Experience Telephone Support Service (LETSS) is a mental health support service staffed by paid Lived Experience Peer Workers and Team Leader that is designed to provide support and guidance for someone who - • is seeking general mental health advice; • is seeking to navigate and access available mental health services; • is in crisis seeking help and support; • is living with a severe and complex mental illness and needs some help with implementation of care plan strategies • is in need of someone to talk to, to relieve isolation and loneliness; • may need a welfare check following hospital admission or Emergency Department attendance; (MHCSA 2018)" Current research and literature recognises the efficacy of peer work as an evidenced based model of accessible and effective mental health support, both nationally and internationally (Mowbray et al., 1997; Campbell, 2005: Cleary, Walter and Escott, 2006; Lawn, Smith & Hunter, 2008; Basset et al., 2010; National Mental Health Consumer and Carer Forum, 2004) MHCSA story The Mental Health Coalition SA Lived Experience Workforce Project (LEWP) has been working with the NGO mental health sector for three years to build the Lived Experience (LE) workforce. Co-design and co-production are critical to the success of the project, utilising a Lived Experience Reference Group. All elements of the project are co-designed and co-produced; decisions are made in collaboration with the Reference Group. Research undertaken through the MHCSA and Don Dunstan Foundation recommended investment in the LE workforce, and increasing consumer and carer voice in service design and delivery (MacKay and Goodwin-Smith, 2016). Additionally, the MHCSA commissioned an analysis of mental health services available in SA with recommendations for the future. That future could include improved access to links for community members to appropriate supports and services (MHCSA, 2017). The Adelaide Primary Health Network (APHN) Story Following an intensive and wide-ranging assessment process by the APHN during 2015/2016 (APHN 2016), a number of service gaps were identified by consumers, carers, stakeholders and the wider community. One option to help address service gaps was the possible provision of an after-hours telephone support service staffed solely by Lived experience personnel. To explore this option further the APHN partnered with the MHCSA to bring together consumers, carers and key stakeholders to explore viability, review needs and undertake a genuine co-design approach with consumers, carers and community. Co-Design Currently a Lived Experience led telephone support service does not exist in the Metro Adelaide area. There are several similar services inter-state, however these are volunteer worker based and supervised by clinical personnel. This is additionally true of nationally based helplines that have volunteer lived experience personnel, with paid clinicians who may have lived experience but who are not employed on that basis. People with experiences of mental illness and recovery, working as Lived Experience (Peer) Workers make a unique contribution to the responsiveness and effectiveness of mental health service delivery. Growth and development of a mental health Lived Experience Workforce is a priority in Australia and internationally. Building on the assessment and evidence base, the APHN and MHCSA began a co-design process based on clear programme logic developed from the University of Wisconsin-Extension Programme Development and Establishment Logic Models. An expression of interest to stakeholders from Local Health Networks (LHN’s), NGO’s, Primary Mental Health Care Service providers, consumer and carers was circulated and received a response from 24 interested people consisting of 80% consumer carer representation. A series of meetings resulted in a program logic that APHN was willing to tender out as a new service – tenders closed on 28th February 2018. This was the point where co-design met with established policies and procedures and we began learning about the changes needed to move to co-production. The symposium presenters will talk about their experience of being part of the process, the learnings as we worked within existing policy and procedural structures. What did we learn? What would we like to see for the future? Symposium Structure • Symposium will be co-chaired by Damon Fenech (APHN) and Shandy Arlidge (MHCSA) • Co-Chairs introduces topic and presenters (5 minutes) • MHCSA story – context (5 minutes) • Adelaide PHN story - context (5 minutes) • The co-design process – (5 minutes – MHCSA and APHN together) • Participating in the process (LE participants – 5 minutes each x 3) • What did we learn? Comments across the panel (10 minutes) • What is our vision for the future of LETSS? (5 minutes) • What could the future look like for co-design? How do we move to co-production? Comments across the panel (10 minutes)

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