Multi-channel provisioning of public services - Department of ...

The I-Plan should cover the overall goals of services rendered (i.e. reasons for providing services),
resources available, and need for services. In addition to a named coordinator responsible for
coordination and progress, involved stakeholders partaking in the I-Plan should be added with names
and contact information. A list of necessary or preferred collaborating agencies for service delivery
should also be added, even when these are not available for providing services at the time of
establishing the plan. A list of measures and contributions by different stakeholders, both from public
agencies, the service receiver and next of kin, a summary of how the different measures should be
conducted, and an indication of the timeline and scope of the currently described I-Plan. Consent is
needed from the service receiver so that personal information related to the services provided can be
shared between the different service providers of the I-Plan
4.2 Stakeholders
The service receiver is defined as the patient in a health care situation or an individual receiving social
services. Work related to an I-Plan is not to be commenced without the consent of the service receiver.
In cases where the service receiver is not capable of providing consent, the next of kin or guardian can
initiate and participate in the development of the individual plan. Kin, or other stakeholders not
considered as service providers (e.g. friends or other relatives), can further be crucial as contributors to
the success of planned measures if involved correctly. Figure 4 provides a stakeholder overview for
the I-Plan.
Figure 4 I-Plan conceptual model and stakeholder overview
The public agencies responsible for health- and social services are obliged to coordinate and establish
an I-Plan based on the request of any service receiver. The agency in which the I- Plan request is
directed is by law required to initiate the I-Plan process, also in situations where previous services are
provided by different agencies. The coordinating agency is further responsible for the coordination
between service providing agencies of the individual service receiver. It might however be that the
initiating and coordinating agency is not the same, as the coordination role can be decided to be held
outside the initiating agency.
The person given the role as the coordinator for an I-Plan is expected to act as a motivator for the
service receiver. It is in the responsibility of the coordinator to ensure that all involved stakeholders
have a clear understanding of the task at hand. The coordinator should act as an advocate for the
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