Adis-Link direct is an innovative referral service that connects callers to local Queensland Health government and non-government organisation alcohol and other drug service providers.
By sharing client information via Queensland Health secure file transfer service, Kiteworks, it allows callers to speak to one counsellor initially, who will support them in the next step, rather than the patient having to repeat their story between different service providers.
This Queensland Health-funded program is being offered at nine Queensland Health and non-government organisations across 36 treatment services in Metro North, Metro South and Sunshine Coast Hospital and Health Services (HHSs) and is currently being expanded to alcohol and other drug services across Queensland.
Adis-Link Direct Referral program
Summary
Aim
The Direct Referral program aims to connect Adis callers to local alcohol and other drug service providers in one phone call for assertive follow-up within two business days. It also aims to enhance service connectedness to make it easier for clients to engage in alcohol and drug treatment at the right place at the right time.
Benefits
- Streamlines client navigation into alcohol and other drug treatment.
- Reduces barriers associated with accessing alcohol and other drug support including lack of motivation.
- Improves referral pathways to alcohol and other drug services.
- Allows clients to feel heard and supported throughout the referral process.
- Provides service providers with the background information they need as part of their intake process.
- Enhanced client and counsellor knowledge regarding treatment options and intake processes.
Background
Adis 24/7 Alcohol and Drug Support provides 24-hour, seven-day a week confidential telephone support for people in Queensland with alcohol and other drug concerns, their families and health professionals. Calls with Adis often result in a referral to local alcohol and other drug (AOD) treatment services for face-to-face intervention.
Prior to initiation of direct referral pathways, these were facilitated by either providing the caller with a phone number for the service or transferring the caller, preferably with a three-way conference call to provide a ‘warm’ handover to a clinician.
Barriers associated with these referral methods, such as calls not being answered or an intake officer being unavailable, mean that the Adis caller will need to repeat their story or make multiple calls before engaging in treatment.
Research has shown that these barriers can negatively impact on the caller’s decision to engage in treatment and contribute to lengthier wait times and lower attendance rates seen in the AOD sector compared with other medical specialties
Referral issues identified in an AOD workforce survey conducted by the Queensland Network of Alcohol and Other Drug Agencies (QNADA) in 2017 included a lack of clinician confidence in inter-agency and referral pathway knowledge. These issues were associated with treatment delays in a study into AOD treatment referral gaps.
