Template 6.2.3: Description of the Current Situation (Service Operational Model)
Purpose
This template assists you to dene and describe your current Service Operational
Model, to outline the current baseline and to describe the measures that are in place.
It acts as a foundation to guide change activities.
How to use it?
Describe the current situation/baseline of your service in Column 2 based on the
prompts outlined in Column 1. Indicate measures that are in place or agreed in
Column 3.
Service: Date:
Current Service Operational Model Baseline of the service – describe the current situation
Your answers in this column will auto-fill into Baseline column in 6.3.3
Measures – outline what is in place
Model of Care or Service Provision Model of Care or Service Provision
Overall philosophy of care (medical, psychosocial,
therapeutic, holistic, etc.)
Who will use the service?
Who will deliver the service?
Who will the service interact with most, i.e. referral
sources, other teams or agencies, etc.?
People’s Needs Defining Change Health Services Change Guide
Service: Date:
Current Service Operational Model Baseline of the service – describe the current situation
Your answers in this column will auto-fill into Baseline column in 6.3.3
Measures – outline what is in place
Eligibility and access criteria
Service delivery arrangements – location, time,
opening hours, etc.
Governance and Leadership Arrangements Governance and Leadership Arrangements
Service team purpose, structure and reporting
relationships
Leadership and decision-making arrangements
(including governing groups and legal or regulatory
requirements)
Clinical governance arrangements:
Supervision practice
Monitoring of professional standards, policies and
procedures
People’s Needs Defining Change Health Services Change Guide
Template 6.2.3: Description of the Current Situation (Service Operational Model) (continued)
Service: Date:
Current Service Operational Model Baseline of the service – describe the current situation
Your answers in this column will auto-fill into Baseline column in 6.3.3
Measures – outline what is in place
Business governance including nance, human
resources, etc.
Service level agreements, memorandums of agreements
or other inter-agency agreements
Key activities required to deliver the service: Key activities required to deliver the
service:
Pathways and Processes of Care Pathways and Processes of Care
Referral, assessment, diagnostic, intervention pathway
Shared care arrangements or protocols
Transfer or discharge pathway
People’s Needs Defining Change Health Services Change Guide
Template 6.2.3: Description of the Current Situation (Service Operational Model) (continued)
Service: Date:
Current Service Operational Model Baseline of the service – describe the current situation
Your answers in this column will auto-fill into Baseline column in 6.3.3
Measures – outline what is in place
Supporting process, i.e. booking arrangements,
pharmacy systems, notication to other services, etc.
Business Processes Business Processes
Service planning
Policies, procedures, protocols and guidelines (PPPG)
Budget and nancial processes, procurement
arrangements
Costing model for the service (income generation, etc.)
People’s Needs Defining Change Health Services Change Guide
Template 6.2.3: Description of the Current Situation (Service Operational Model) (continued)
Service: Date:
Current Service Operational Model Baseline of the service – describe the current situation
Your answers in this column will auto-fill into Baseline column in 6.3.3
Measures – outline what is in place
Information and data management processes
(data bases, etc.)
e-Health and ICT requirements
Communication and information sharing processes
(internal and external)
Administrative support processes and services
Procurement Processes
People’s Needs Defining Change Health Services Change Guide
Template 6.2.3: Description of the Current Situation (Service Operational Model) (continued)
Service: Date:
Current Service Operational Model Baseline of the service – describe the current situation
Your answers in this column will auto-fill into Baseline column in 6.3.3
Measures – outline what is in place
Human Resources Human Resources
Workforce planning, talent management succession
planning
Roles and responsibilities
Individual and team performance
Work practices and methods
Work distribution, caseload management
People’s Needs Defining Change Health Services Change Guide
Template 6.2.3: Description of the Current Situation (Service Operational Model) (continued)
Service: Date:
Current Service Operational Model Baseline of the service – describe the current situation
Your answers in this column will auto-fill into Baseline column in 6.3.3
Measures – outline what is in place
Learning and development requirements – knowledge,
competencies and skills
Human Resources business processes – time and
attendance, performance systems, etc.
Staff engagement processes
Scheduling, rostering and work ow
Staff health and wellbeing
People’s Needs Defining Change Health Services Change Guide
Template 6.2.3: Description of the Current Situation (Service Operational Model) (continued)
Service: Date:
Current Service Operational Model Baseline of the service – describe the current situation
Your answers in this column will auto-fill into Baseline column in 6.3.3
Measures – outline what is in place
Health and safety arrangements
Quality, Patient Safety and Measurement Quality, Patient Safety and Measurement
Quality, standards and measurement processes (including
compliance arrangements, dealing with service feedback/
complaints, etc.)
Indicators – performance measurement (quantitative and
qualitative)
Key performance indicators
Risk management processes
People’s Needs Defining Change Health Services Change Guide
Template 6.2.3: Description of the Current Situation (Service Operational Model) (continued)
Service: Date:
Current Service Operational Model Baseline of the service – describe the current situation
Your answers in this column will auto-fill into Baseline column in 6.3.3
Measures – outline what is in place
Infrastructure Infrastructure
Utilisation of space/facilities, location of service delivery,
service settings (capital expenditure plans, etc.)
Environmental changes
Equipment (assessment, diagnostic and intervention
requirements)
ICT infrastructure
Resources
Comment on the overall situation with regard to current resources for the service. Identify any anomalies or funding issues that need to be addressed:
People’s Needs Defining Change – Health Services Change Guide
People’s Needs Defining Change Health Services Change Guide
Template 6.2.3: Description of the Current Situation (Service Operational Model) (continued)
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