What is Patchwork?

Patchwork is a smart, secure web-app for better team collaboration around your clients. It saves time and effort connecting frontline workers with other practitioners across agencies.

Acting as a ‘super-charged phone directory’ Patchwork helps you find and connect to other practitioners working with your clients.

Patchwork does not share client information; rather it shares staff contact information to enable and encourage coordinated client care. Everyone understands that coordinating care and support for a client is a good thing, and Patchwork makes this process simple.


Where is Patchwork being used?

Patchwork is currently being used in the United Kingdom, Victoria and New South Wales to support high risk individuals who are involved with a wide range of services such as:

  • Social care
  • Mental health
  • Homelessness
  • Domestic violence
  • Child protection


How can I join Patchwork?

Contact us here and we'll be in touch shortly.


Can I try using Patchwork before joining?

Yes! You can try out Patchwork using a dedicated demo site with test data. To practice on the demo site, visit https://demo-au.patchworkhq.com/

  Login: agent1@patchworktest.com   (replace 1 with …2,3,4…. up to 37)

  Password: demo


What are common terms used in Patchwork?

  • Client – any person (young/old) accessing support services in NSW
  • Agent – a frontline practitioner providing a service to a client in NSW
  • Agency –a recognised human services organisation agents work for
  • Client team – the group of agents currently working with a client
  • Activity – an audit trail of changes an agent makes to a client team (doesn’t contain client information) 
  • Raise attention – automated emails agents can make Patchwork send to the rest of a client team


What if my role is sensitive?

If your role is sensitive and you do not want to openly disclose it to other users on Patchwork (e.g. domestic violence health worker) you can set your profile to a more generic role (e.g. health worker).


I already collaborate, how will Patchwork make this better?

Often there are many services working with clients, making it hard to keep track of everyone. As a result, your network may remain ‘hidden.’ This is when services get duplicated, or gaps go unnoticed.

With Patchwork you and other frontline practitioners can see a ‘visible’ network of who is working with your client. This helps you to better understand your role and enables you to share information with the correct people.


What does Patchwork show me about my client?

Patchwork shows your client’s agents, agencies, activity and attentions.





What client information is recorded?

  • Patchwork is a tool to share staff information, not client information. Patchwork records the client’s name, address and/or date of birth to ensure that the ‘right’ client can be uniquely identified in the system. Patchwork does not record case management information.
  • Agents can enter their name, role (unspecific if sensitive) and direct contact details into Patchwork so other agents can connect with them.
  • Patchwork facilitates coordinated case management for a client by providing access to staff information. It is not a case management system.


Who can see the client information?

Patchwork users can only access information about their own clients, either having added them themselves or being granted access by being invited into their team.

Client information will not be shared with another organisation or individual without permission, except when required by law. Some de-identified information may be used for statistical reporting, but this will never include the client’s name.


Do agents need to get consent from their clients before adding them to Patchwork?

All Patchwork users need to follow the privacy, consent and best practice guidelines of their organisation before adding a client to Patchwork.


How is client privacy maintained?

  • All organisations using Patchwork must follow their own privacy and consent guidelines when searching or adding a client to Patchwork.
  • Access to Patchwork is restricted to authorised staff of agencies that have signed up and been approved to participate in Patchwork.


What happens if a client wants to be removed?

Clients can request to be removed from Patchwork at any time by telling the staff member they are working with or emailing Patchwork@facs.nsw.gov.au.


What security protects Patchwork data?

Patchwork is accessed via the Internet and it meets the strictest guidelines for online security outlined by the NSW Government Digital Information Security Policy version 1.0 (Nov 2012) and is ISO 27001 Accredited. The program and data is stored in Australia by an accredited IL2 standard company and is accessed via a secure encrypted connection.


What does Patchwork cost?

There is no cost associated with joining Patchwork. It is completely funded by FACS.


What if a client is entered twice in Patchwork?

Patchwork will prompt you if you are trying to add a client that might already exist in the system. However, if you discover that the same client has been created twice, email Patchwork@facs.nsw.gov.au to join both client teams together.


Who supports Patchwork and can help me with problems?

Patchwork is supported by a team of administrators located across NSW. They help get you onto Patchwork, provide training and are your first line of support for any questions or issues you have. You can get in touch with your local administrator by contacting us on this website.


Where did Patchwork come from?

Patchwork is the creation of FutureGov, a company that designs digital products to help modernise local government.

FutureGov works with local agencies to make more comprehensive, efficient and easy-to-use public services.

Their first product, Patchwork, was inspired by the Baby P tragedy. Patchwork is designed to solve the issue of one person dealing with several related services, none of whom talk to each other or compare notes.


Additional Information

If you have any other questions, you can contact us on this website here.

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