Mental Health Telephone Triage: Managing Psychiatric Crisis and Emergency

Sands, Natisha; Elsom, Stephen; Marangu, Elijah; Keppich-Arnold, Sandra; Henderson, Kathryn

doi:10.1111/j.1744-6163.2012.00346.x

Cited by 21 publications

(59 citation statements)

References 23 publications

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“…) and crisis mental health services (Sands et al . ) but were not applied to clinical decisions in early discharge.…”

Section: Discussionmentioning

confidence: 99%

“…Existing assessments, such as those described by Lloyd-Evans et al (2017), to establish readiness for early discharge, include measures that when taken together, may provide an estimation of acuity. Mental health triage measures designed to estimate acuity have shown some promise in supporting clinical decisions in emergency departments (Broadbent et al 2007) and crisis mental health services (Sands et al 2013) but were not applied to clinical decisions in early discharge.…”

Section: Discussionmentioning

confidence: 99%

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Early discharge in acute mental health: A rapid literature review

Clibbens

Harrop

Blackett

2018

Int J Mental Health Nurs

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Long psychiatric hospital stays are unpopular with services users, harmful, and costly. Economic pressures alongside a drive for recovery-orientated care in the least restrictive contexts have led to increasing pressure to discharge people from hospital early. Hospital discharge is, however, complex, stressful, and risky for service users and families. This rapid literature review aimed to assess what is known about early discharge in acute mental health. Searches were conducted in nine bibliographic databases, reference lists, and targeted grey literature sources. Fourteen included papers focused on early discharge in mental health, a population over 18 years with a mental health condition, and reported outcomes on therapeutic care or service delivery. Quality appraisal was undertaken using The Mixed Method Appraisal Tool. The meta-summary of the literature found that early discharge was neither provided to all inpatients nor limited to the Crisis Resolution and Home Treatment (CRHT) service model internationally. Early discharge interventions required collaborative working and discharge planning. It was not associated with unplanned readmissions and had a small effect on length of stay. Most studies reported service outcomes, whereas health outcomes were underreported. Professionals and service users were positive about early discharge and service users asked for peer support. Carers preferred hospital or day hospital care suggesting their need for respite. Limitations in the scope, detail, and quality of the evidence about early discharge leave an unclear picture of the components of early discharge as an intervention, its effectiveness, cost-effectiveness, or outcomes.

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“…) and crisis mental health services (Sands et al . ) but were not applied to clinical decisions in early discharge.…”

Section: Discussionmentioning

confidence: 99%

Section: Discussionmentioning

confidence: 99%

Early discharge in acute mental health: A rapid literature review

Clibbens

Harrop

Blackett

2018

Int J Mental Health Nurs

View full text Add to dashboard Cite

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“…An eight-item survey tool used in a previous study (Elsom et al 2013) was used to collect the interview data. Elsom's telephone survey tool was purpose designed for use in populations that access telephone-based mental health triage, and previous research has established that MHTS users typically contact the service when they are experiencing psychiatric crises (Sands et al 2013b). The tool measures consumer perceptions of the 'responsiveness' of the mental health service using the World Health Organization responsiveness domains: access, prompt attention, dignity/respect, consumer preferences, involvement in decision-making, communication, and satisfaction.…”

Section: Data Collectionmentioning

confidence: 99%

“…All mental health referrals and requests for mental health assistance from the public are directed to MHTS, where multidisciplinary mental health clinicians provide an initial telephone-based psychiatric screening assessment (Sands 2009). MHTS also provide initial screening for, and access to, crisis assessment and treatment services for people experiencing psychiatric crises (Sands et al 2013b). MHTS also provide initial screening for, and access to, crisis assessment and treatment services for people experiencing psychiatric crises (Sands et al 2013b).…”

Section: Introductionmentioning

confidence: 99%

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

Sands¹,

Elsom

Keppich-Arnold

et al. 2016

Int J Mental Health Nurs

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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.

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