Ambulance, Emergency Departments and GPs come together to improve timely access to health care
SEMPHN facilitated workshops to establish clear referral pathways for four new Priority Primary Care Centres (PPCCs) providing treatment for urgent non-life threatening conditions.
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From 19 December 2022 four new Priority Primary Care Centres (PPCCs) funded by the Victorian Government opened in Dandenong, Frankston, Prahran and Narre Warren.
What is a Priority Primary Care Centre (PPCC)?
The purpose of PPCCs is to support nearby hospital emergency departments and general practices by providing same-day appointments for non-life-threatening injuries or illnesses such as mild infections, fractures and burns. To increase accessibility, PPCCs are open seven days for extended hours and treatment is provided at no cost to patients.
Our team quickly identified that for PPCCs to be successfully integrated into the health care system and support coordinated patient care, a collaborative approach for developing referral pathways between hospitals, PPCCs and general practices was needed.
In February 2023, SEMPHN hosted a
referral pathway workshop bringing together Ambulance Victoria, Virtual Emergency Department and Emergency Department representatives from Alfred, Peninsula and Monash Health, the four south east Melbourne PPCCs, Eastern Melbourne PHN and Glen Waverley PPCC. The workshop provided an opportunity for service providers to better understand the role of PPCCs, share challenges faced in practice, discuss barriers for referrals and possible solutions, and meet the qualified PPCC staff to establish confidence in making referrals. Post workshop, all four PPCCs saw a sustained increase in referrals from Emergency Departments and GPs.
After clear referral pathways were established, a patient in Prahran was referred to the PPCC from Alfred Hospital Emergency Department and noted the seamless experience:
“I was told about the PPCC as I entered the Emergency Department. I was very frazzled and overwhelmed when I entered the clinic, but the doctor’s personality calmed me down and was very welcoming! I’m so thankful you opened this clinic and staffed it with such amazing people who genuinely care about others! Thank you to the team tonight who helped fix my finger and made me, someone who didn’t leave their house for a year due to anxiety, feel comfortable.”
– Patient of Prahran PPCC
Taking the pressure off
To date, the PPCCs in south east Melbourne have collectively treated more than 35,000 patients, (approximately 20% of Victorian PPCC patients), with the top two presenting conditions being infection and trauma (physical injuries due to accidents including cuts, abrasions, wounds). Based on data and feedback from staff, services and patients, all four PPCCs are effectively reducing pressure on hospitals, creating a coordinated experience for patients and filling a gap in primary care.
patients treated
patients visiting Prahran and Narre Warren PPCC are referred from the Emergency Department
“Go here before you to the Hospital Emergency. Took my dad for a suspected fracture. He doesn't hold a medicare card and yet everything was free and quick. NO WAIT TIME AT ALL! The administrative staff, nurses, doctors and everyone else was extremely polite and knowledgeable.”
- Patient of Narre Warren PPCC
“Highly recommend this service. Took my son in as a walk-in last night and we were seen within 10 minutes. After being referred to hospital, the doctor even called at 11pm to check how we went.”
- Patient of Frankston PPCC
“I recently went here and was amazed at the quality of care. I was seen straight away with the triage nurse who quickly examined me and provided some medications, then I saw the doctor who was beyond amazing talking me through everything about my care and what they believed was going on. I was sent for an ultrasound and seen straight away too, the ultrasound tech was extremely gentle. All of the staff were so caring and I highly recommend these guys to everyone.”
- Patient of Dandenong PPCC
Throughout the year, SEMPHN has coordinated visits from Minister for Health, The Hon. Mary-Anne Thomas MP, to Frankston and Narre Warren PPCCs, and Minister for Mental Health, The Hon. Gabrielle William MP to Dandenong PPCC. These visits were a great opportunity to show the Centres’ setup and meet the clinical staff and hospital representatives making the service possible.
We look forward to continuing to provide this important service, so that residents living in south east Melbourne can access timely and affordable care within their community.
Find out more about the location, opening hours and treatment available at Priority Primary Care Centres (PPCCs) near you.
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South Eastern Melbourne PHN
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Heatherton Victoria 3202
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