Perceptions of crisis care in populations who self-referred to a telephone-based mental health triage service

Sands, Natisha, Elsom, Stephen, Keppich-Arnold, Sandra, Henderson, Kathryn and Thomas, Phillipa A. 2016, Perceptions of crisis care in populations who self-referred to a telephone-based mental health triage service, International journal of mental health nursing, vol. 25, no. 2, pp. 136-143, doi: 10.1111/inm.12177.

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Title Perceptions of crisis care in populations who self-referred to a telephone-based mental health triage service
Author(s) Sands, Natisha
Elsom, Stephen
Keppich-Arnold, Sandra
Henderson, Kathryn
Thomas, Phillipa A.
Journal name International journal of mental health nursing
Volume number 25
Issue number 2
Start page 136
End page 143
Total pages 8
Publisher Wiley
Place of publication London, Eng.
Publication date 2016-04
ISSN 1447-0349
Keyword(s) consumer
mental health
telephone-based health service
Summary Although psychiatric crises are very common in people with mental illness, little is known about consumer perceptions of mental health crisis care. Given the current emphasis on recovery-oriented approaches, shared decision-making, and partnering with consumers in planning and delivering care, this knowledge gap is significant. Since the late 1990s, access to Australian mental health services has been facilitated by 24/7 telephone-based mental health triage systems, which provide initial psychiatric assessment, referral, support, and advice. A significant proportion of consumers access telephone-based mental health triage services in a state of crisis, but to date, there has been no published studies that specifically report on consumer perceptions on the quality and effectiveness of the care provided by these services. This article reports on a study that investigated consumer perceptions of accessing telephone-based mental health triage services. Seventy-five mental health consumers participated in a telephone interview about their triage service use experience. An eight-item survey designed to measure the responsiveness of mental health services was used for data collection. The findings reported here focus on the qualitative data produced in the study. Consumer participants shared a range of perspectives on telephone-based mental health triage that provide invaluable insights into the needs, expectations, and service use experiences of consumers seeking assistance with a mental health problem. Consumer perceptions of crisis care have important implications for practice. Approaches and interventions identified as important to quality care can be used to inform educational and practice initiatives that promote person-centred, collaborative crisis care.
Language eng
DOI 10.1111/inm.12177
Field of Research 111099 Nursing not elsewhere classified
Socio Economic Objective 920210 Nursing
HERDC Research category C1 Refereed article in a scholarly journal
ERA Research output type C Journal article
Copyright notice ©2016, Wiley
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Document type: Journal Article
Collections: Faculty of Health
School of Nursing and Midwifery
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