Authors: Darya McCann, Matthew Castle, Angie Willcocks and Andrew Wilson, NSW
Event: 2003 TheMHS Conference
Type of resource: Conference Presentations and Papers
Abstract: Although it has long been accepted practice for a range of mental health services to be delivered via the telephone as part of the management of a client caseload, there has been a move to the delivery of mental health triage via a dedicated telephone based service in recent years.
Over the past five years McKesson Asia-Pacific, a provider of call centre solutions in healthcare, has developed a number of innovative service models that have integrated the functions of triage and case management via the telephone with the face-to-face services in a given area. The seamless integration of telephone-based services with those on the ground is an essential element of an effective service delivery mechanism. This paper will present The Greater Murray Accessline as an example of such a service and will also discuss the development of this service over time in response to policy changes and specific local issues.