Nurse‐led telephone triage in an Australian rural mental health service

Barnett, Tony; Henderson, Susan Louise; Henry, Darrin; Gumpold, Anne; Foote, Peter J.; Gallop, Steve

doi:10.1111/j.1440-172x.2009.01788.x

Cited by 3 publications

(5 citation statements)

References 16 publications

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“…Previous research investigating MHTS has focused predominantly on describing and defining the practice (Barnett et al 2009;Grigg et al 2004;Sands 2004;Sands et al 2013a). There is little in the published literature that specifically reports on consumer perspectives of MHTS, which is surprising given the importance of consumer engagement to the process of conducting psychiatric assessment and facilitating appropriate care (Allen et al 2003;Chaput et al 2008).…”

Section: Introductionmentioning

confidence: 99%

“…The use of telephone-based health services to manage a wide variety of health conditions has become increasingly widespread in the past decade (Badger et al 2013;Steventon et al 2013;Wetta-Hall et al 2005). Telephone-based health services have also grown exponentially in mental health settings, and there is now a wide range of mental health programmes and interventions available via the telephone (Barnett et al 2009;Donker et al 2013;Kevin 2002;McGrath et al 2011;Reid et al 2011). Since the late 1990s, telephone-based mental health triage services (MHTS) have been used Australia wide as the 24/7 primary point of access to mental health services (Grigg et al 2004;Sands 2004).…”

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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Section: Introductionmentioning

confidence: 99%

Section: Introductionmentioning

confidence: 99%

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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“…Orientation and ongoing education differed among sites and less familiarity with advice services can affect the skill of the nurse who provides advice (Allan et al, 2009;Barnett et al, 2009;T. Chambers & Andruski, 2009;Rutenberg, 2009;Wahlberg et al, 2003).…”

Section: Nursing Population Issuesmentioning

confidence: 99%

“…Whether the threats to validity are significant is another matter and does not reflect adversely on the popularity of the service. The service is popular and finding its way to many practice settings around the world (Atteberry, 2009;Barnett et al, 2009;Dale, Crouch, & Lloyd, 1998;George & McClain, 1998;Manning, 2009;Mason & Harrison, 2008;McEwen & Billings, 2009;Rutenberg, 2000;Wahlberg et al, 2003) as seen from the many sites available and the support for the service especially in times of economic crisis .…”

Section: Caller Population Issuesmentioning

confidence: 99%

The Impact of Work Environment on Telephone Advice Nursing

Reinhardt

2010

Clin Nurs Res

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Telephone advice nursing (TAN) is part of a current effort to improve patient access while reducing cost and encouraging self-care. However, the environment in which TAN occurs can significantly affect both nurse and patient outcomes. This research builds on findings from a large health maintenance organization study by Valanis et al. in which questionnaires and call descriptions were used to correlate TAN nurse and caller/patient perceptions of calls at three regional sites. The survey tools were used to identify nurse perceptions of their work environments (WEs) as well as caller perceptions of using the advice service. The sample included 88 nurse questionnaires and 865 caller questionnaires. Multivariate analysis of covariance revealed significant site perception differences in the WE of stress, communication, and autonomy, whereas no significant differences were noted in collegial relationships and organizational support. Each site was also determined to be a unique predictor of patient perceptions of satisfaction with the advice. Findings indicate nursing professionals act as a filter to mask stressful WE effects experienced by nurses and ensure patient outcomes thereby supporting patient satisfaction with the service.

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“…Mental health telephone triage (MHTT) services play a pivotal role in assessing and managing acute psychiatric conditions (Kevin, 2002a; Sands, 2004). In many developed countries, telephone‐delivered mental health services provide around‐the‐clock access to a range of specialist psychiatric services such as assessment, advice, support, referral, early treatment, and pathways to inpatient care (Barnett et al., 2009; Sands, 2009). The demand for mental health crisis services has been steadily increasing, with approximately 35–45 million crisis calls taken every year in the United States (Roberts, 2005).…”

mentioning

confidence: 99%