Developing a co-designed triage support tool for disability support workers to determine the most appropriate urgency and care pathway for their clients.

Background: While one in four Australians living with disability aged under 65 presents to the Emergency Department (ED), a significant proportion could potentially be managed more effectively by Primary Care. Through their daily work, Disability Support Workers (DSWs) are valuable in identifying changes in health for people living with a disability. Yet, with no minimum certifications, DSWs often have limited clinical knowledge. This paper describes the development and implementation of a co-designed triage support tool (Tool) for DSWs to determine the most appropriate urgency and care pathway for their clients. Methods: The development of the Tool formed part of the co-design of a virtual pathway to provide urgent care to people living with disability through their DSWs. Over six months, the Tool was developed, implemented, and reviewed with key stakeholders, including disability service providers (DSPs). Results: Following development, the Tool was successfully implemented across the pilot DSPs and evaluated over a three month period. Evaluation showed high staff acceptability, with 78% reporting it supported their decision making. The Tool demonstrates the potential to support DSWs in determining the most suitable urgent care pathway, provided it remains clear, simple and adaptable. Conclusion: A customised Tool can support DSWs in determining the most appropriate urgency and care pathway for their client in urgent care situations. Primary care services could consider if customised Tools may be helpful for their clients who live with disability or similarly vulnerable populations and the non-clinicians who support their care.