Aftercare can be delivered in person; remotely, using technology; or a combination of these. It should be flexible and responsive to the consumer’s needs.
The mode used to deliver aftercare will depend on the service type, model of care, and the consumer's location and preference.
Always ask the consumer what will work best for them. Review this regularly with them, as their preference may change over time.
In-person care
Provide in-person care if this is the consumer’s preference. This may be within your facility or offsite; for example, at another facility or the person’s home. This may be appropriate for people:
- with limited access to technology or internet
- without access to a safe and private space
- who are comforted by known processes
- from priority populations, who may benefit from connecting in person initially to help build rapport and trust.
Workforce safety considerations
Implement policies and procedures to ensure workforce safety, especially when delivering care offsite, or travelling to support people living in rural or remote areas.
Consider:
- safe driving practices and appropriate hours to travel, i.e. not at dawn and dusk
- travelling in pairs, if appropriate
- ensuring staff have appropriate resources to safely carry out their duties
- agreed methods of communication and check-ins.
Virtual care
Virtual care can be a safe way to deliver aftercare to complement in-person connections. Virtual care involves any interaction between a consumer and care providers, or between care providers, that occurs remotely using technology. It can involve:
- videoconferencing
- telephone
- case conferencing with other providers
- virtual triage
- use of mobile phone apps
- text messaging.
People may prefer to engage with you via virtual care due to:
- work and school commitments
- avoiding the need for travel
- preferring anonymity, i.e. they don’t want to attend in person due to concerns around shame, stigma and privacy
- improved accessibility for themselves and family members, carers, friends and kin.
Considerations
Discuss the safety and appropriateness of virtual care with the consumer, considering:
- preference and consent
- access to internet and technology
- digital literacy and supports
- language or translator requirements
- privacy and safety, e.g. children or partners who may overhear, such as with domestic and family violence concerns
- availability of family, carers, friends and kin to support the person during or after engagement
- necessary adjustments to risk escalation processes to consider distance and availability of local services and supports.
Virtual care resources
We have developed the following resources to support NSW Health clinicians in the delivery of virtual care. They also apply in the context of aftercare.