After-hours service models in Queensland Australia: A framework for sustainability

Abstract

This paper outlines the key features of after-hours primary medical care service sustainability in Queensland. It describes the development of these into a practical framework designed to assist either those in the early stages of service development or the evaluation of existing service models. A representative sample was drawn from over 120 separate formal after-hours services identified across Queensland. Semi-structured interviews were held with staff and key informants from 16 services and other local service providers in Queensland. Reviews of documents relating to operating and management procedures and protocols were also completed. Data were assembled and thematically analysed using the QSR NUD.IST qualitative data analysis package. Five key factors related to sustainability commonly featured in the after-hours primary medical care services studied: business management and promotion; collaborative service arrangements; effective protocols and guidelines; recruitment and retention strategies; and remuneration. These issues can be summarised in a table format that demonstrates the interaction between the identified key factors of sustainability and the various model types. The purpose of the diagram is to illustrate the interplay of factors which impact on the development and sustainability of after-hours primary medical care services currently extant in Queensland. It is the complex interaction of all these factors that ultimately determines the sustainability of an after-hours service model.