S06: Improved and innovative emergency response pathways for mental health crisis callers.

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By September 17, 2018 No Comments

Authors: Anne Bateman, Sharynn Gannon

Year: 2018

Event: 2018 TheMHS Conference


Type of resource: Conference Presentations and Papers

Abstract: Improving care for people experiencing mental health conditions is a problem that health systems around the world continue to grapple with. Finding appropriate entry to care and pathways is needed. Mental distress in the community continues as evidenced by New Zealand's high suicide rate (MoH 2014). The number of Police 111 calls for mental health related problems is increasing by 4% each year, with and expected 65,000 calls in a year. DHB crisis assessment and response activity increased by over 50% since 2008. The New Zealand Earlier Mental Health Response (EMHR) is a new innovative pathway for health and emergency care sectors to support people in mental health crisis who are calling emergency services. The goal of the service is to improve health responses to mental health callers and reduce impact on emergency services. EMHR has developed in partnership with Police, Ambulance and Health and is delivered by the National Telehealth Service. Using contact centre technology and information systems, clinicians provide clinically safe pathways to integrate care. Robust consumer and stakeholder co-design was used to develop the model of care. Using a phased approach, a national rollout has been completed and a post implementation review is underway. This session will focus on the co-design process as well as the implementation framework and learnings. We will share the service delivery model, learnings from implementation, and patient stories and feedback will be shared. Collaboration, including governance and service delivery frameworks will also be presented.

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