In 2022, LCHS identified that rising demand and long wait lists in the traditional intake system were a barrier to engaging with clients when they were motivated to make change. In response, LCHS implemented their innovation framework to assemble a cross-functional team to co-design a walk-in solution focused on early intervention and harm minimisation.
The methodology engaged innovation and design thinking workshops, and applied the lean start-up method through a pilot service. We engaged clients with lived experience of alcohol and drug addiction through interviews and sessions to co-design the final solution. Initially piloted with two staff one day per week, the Hub served adults dealing with substance issues. Survey data showed that 85% of respondents agreed that the new model reduced wait times for assessment to zero and improved service delivery. The service now operates 5 days per week.