Abstract
Abstract
Background
Despite the widely acknowledged potential for health information technologies to improve the accessibility, quality and clinical safety of mental health care, implementation of such technologies in services is frequently unsuccessful due to varying consumer, health professional, and service-level factors. The objective of this co-design study was to use process mapping (i.e. service mapping) to illustrate the current consumer journey through primary mental health services, identify barriers to and facilitators of quality mental health care, and highlight potential points at which to integrate the technology-enabled solution to optimise the provision of care based on key service performance indicators.
Methods
Interactive, discussion-based workshops of up to six hours were conducted with representative stakeholders from each participating service, including health professionals, service managers and administrators from Open Arms – Veterans & Families Counselling Service (Sydney), a counselling service for veterans and their families, and five headspace centres in the North Coast Primary Health Network, primary youth mental health services. Service maps were drafted and refined in real time during the workshops. Through both group discussion and the use of post-it notes, participants worked together to evaluate performance indicators (e.g. safety) at each point in the consumer journey (e.g. intake) to indicate points of impact for the technology-enabled solution, reviewing and evaluating differing opinions in order to reach consensus.
Results
Participants (n=84 across participating services) created service maps illustrating the current consumer journey through the respective services and highlighting barriers to and facilitators of quality mental health care. By consensus, the technology-enabled solution as facilitated by the InnoWell Platform was noted to enable the early identification of risk, reduce or eliminate lengthy intake processes, enable routine outcome monitoring to revise treatment plans in relation to consumer response, and serve as a personal data record for consumers, driving person-centred, coordinated care.
Conclusions
Service mapping was shown to be an effective methodology to understand the consumer’s journey through a service and served to highlight how the co-designed technology-enabled solution can optimise service pathways to improve the accessibility, quality and clinical safety of care relative to key service performance indicators, facilitating the delivery of the right care.
Funder
Department of Health, Australian Government
Publisher
Springer Science and Business Media LLC
Reference46 articles.
1. Mental Health Taskforce to National Health Service in England. The five year forward view for mental health. Leeds: NHS England; February 2016. [cited 2020 Oct 6]. Available from: https://www.england.nhs.uk/wp-content/uploads/2016/02/Mental-Health-Taskforce-FYFV-final.pdf.
2. Productivity Commission. Mental health, Draft Report, Canberra: Australian Government; October 2019. [cited 2020 Oct 6]. Available from: https://www.pc.gov.au/inquiries/completed/mental-health/draft/mental-health-draft-overview.pdf.
3. Griffiths KM, Christensen H. Review of randomised controlled trials of internet interventions for mental disorders and related conditions. Clin Psychol. 2006;10(1):16–29.
4. Moore RC, Depp CA, Wetherell JL, Lenze E. Ecological momentary assessment versus standard assessment instruments for measuring mindfulness, depressed mood, and anxiety among older adults. J Psychiatr Res. 2016;75:116–23.
5. Titov N, Dear B, Nielssen O, Staples L, Hadjistavropoulos H, Hugent M, et al. ICBT in routine care: a descriptive analysis of successful clinics in five countries. Internet Interv. 2018;13:108–15.
Cited by
11 articles.
订阅此论文施引文献
订阅此论文施引文献,注册后可以免费订阅5篇论文的施引文献,订阅后可以查看论文全部施引文献