Telehealth review released with new initiatives
An independent review into mental health and addiction telehealth services has been released today, alongside new initiatives that respond directly to its findings, Mental Health Minister Matt Doocey has announced.
“We are acting swiftly to implement the findings of the review, accepting all recommendations. Today I am announcing further immediate actions we are taking to respond to the report, building on the recently announced telehealth package,” Mr Doocey says.
“The review provides reassurance that core safety systems are in place, including triage, risk assessment, escalation processes, and clinical governance.
“But it also makes clear there is more work to do. Too many people are not getting through quickly enough, and we do not always have enough visibility of what happens after someone is referred or escalated to another service.
“Safety is not only about what happens within one provider. It is also about whether someone can get through, whether their risk is understood, whether escalation is consistent, and whether they are connected to the right next step.
“That’s why we are immediately responding with three key initiatives:
- Expanding peer support through 1737: Peer support availability will be expanded from 2pm–10pm to 9am–midnight, seven days a week. Five additional full-time equivalent peer support workers will support the expanded hours, with the service expected to provide an additional 15,000 to 20,000 contacts a year.
- A 1737 follow-up call pilot: Health New Zealand will commission Whakarongorau to pilot proactive follow-up calls for up to 1,000 people experiencing acute distress after an initial telehealth interaction. The pilot will test how an additional point of contact can improve continuity of care and support.
- A dedicated 24/7 national suicide prevention crisis line function: The review found there is currently no clearly designated 24/7 national suicide prevention crisis line function within the commissioned telehealth system. Health New Zealand will provide this function through the upcoming procurement of national mental health and addiction telehealth services.
- Implement a dedicated telehealth target: I have also asked officials for advice on introducing a new mental health and addiction telehealth target to drive improvements in wait times.
“We are clear, and there are no exceptions to the rule; when someone reaches out for help, they should be able to access the support they need without waiting too long.
“Just recently we announced more than $10 million of telehealth investment, which will provide around 20,000 additional mental health and addiction contacts and help providers respond to growing demand across phone, text and digital channels.
“Lifeline, Youthline and Whakarongorau have received funding as part of this investment to help them respond to people in need.
“Telehealth services are often the first place people turn when they need support. When someone reaches out, they deserve to know they will be heard, supported and connected to the right help.
“The review is consistent with what we have already heard from telehealth providers that too many New Zealanders are waiting too long for support, with higher call volumes, more complex needs, and some people unable to connect when demand is high.
“My message to New Zealanders is simple: if you need mental health or addiction support, please keep reaching out. These services are there to help, and we are working to make sure they respond faster.”
Notes to editors:
The review can be found here.
