Pritchard, Dr Verena1
1Queensland Ambulance Service
Abstract:
Background:
Triple Zero (000) calls for mental health emergencies encompass diverse biological, social, and psychological factors, requiring first responders to address the complexities of mental distress. Recognising the need for specialised MH care, the Queensland Ambulance Service (QAS) established the Mental-Health-Liaison-Service (MHLS) in 2020. Based in the Operations Centre, QAS employed MH-clinicians review all MH incidents across Queensland and provide 24/7 real-time support to paramedics and to people who call Triple Zero in crisis.
Methods: A mixed-methods evaluation assessed the MHLS’s impact on MH incident management. QAS paramedics and MH-clinicians completed an online survey, and a retrospective chart audit of 200 MHLS-reviewed incidents over a 24-hour period was conducted.
Results:
Of 146 paramedics surveyed, one-third reported using it weekly, primarily for suicide-related and youth MH cases to support their clinical assessment and decision making. Paramedics valued the immediacy of specialist advice, access to patient history, and risk mitigation. Over 81% reported satisfaction with advice provided, citing reduced stress and improved confidence and assessment skills. Of 17 MH-clinicians surveyed, 94% found the role professionally rewarding, highlighting real-time support, autonomy in practice, and a collaborative team environment as key strengths which enhanced their scope to provide patient-centred care. The chart audit revealed that 9% of dispatches were diverted, 25% of patients remained at home, and only 19% reengaged with QAS within seven days.
Conclusion:
This evaluation demonstrates the MHLS’s success in bridging the gap between emergency response and MH care, offering a scalable model for improving MH crisis response in other jurisdictions.