Northern Queensland Primary Health Network (NQPHN) is pleased to announce that Primary and Community Care Services (PCCS) will deliver the Head to Health Phone Service across the greater Cairns, Townsville, and Mackay regions, including rural areas, from 1 July 2024. 

Under NQPHN’s redesigned Mental Health Stepped Care model, the Head to Health Phone Service replaces the current Connect to Wellbeing intake and assessment service. 

NQPHN Chief Executive Officer Sean Rooney said the redesigned model and service offerings would look different to the current model when they came into effect. 

“Further information about the new services will be provided in due course, however, it’s important for people to know that from 1 July, the Connect to Wellbeing intake and assessment service will transition to the existing Head to Health Phone Service,” Mr Rooney said. 

“Referrals sent to Connect to Wellbeing after this date will be redirected to the Head to Health Phone Service to support the transition.” 

Mr Rooney said the Head to Health Phone Service was an NQPHN-funded access point for community members, GPs, primary care clinicians, and health and social sector stakeholders.   

“Community members can call directly to receive mental health advice, support, and navigation to an appropriate service where required,” he said. 

“The phone service will be staffed by mental health professionals and people with lived experience, and a referral won’t be required. 

“General practitioners (GPs) remain an important point for people to access stepped care services and they will continue to be able to send a referral to the Head to Health Phone Service for their patients to access services.”  

Information specifically related to how GPs refer to the Head to Health Phone Service will be provided. 

PCCS Chief Executive Officer A/Prof J.R. Baker said people could reach out at any stage of their wellbeing journey – they just needed to call the phone service. 

“The Head to Health Phone Service aims to make accessing care options easier for the community,” A/Prof Baker said.  

“Whether you're feeling well and want to keep improving your wellbeing, life has thrown you some curveballs and you need strategies to manage your stress, you’re feeling disconnected or isolated, or you’re dealing with big challenges that are heavily impacting your life and you need more comprehensive support and care options, we are here for you.” 

A/Prof Baker said the service was simple to use.  

“When you call, our job is to listen and understand your needs and priorities, then let you know some available options and resources that might work for you to help you decide your next steps,” he said. 

“We will be a trusted advisor, keeping in touch to find solutions and create the path to a healthier better life that you find safer, more enjoyable, and fulfilling.” 

The Head to Health Phone Service is an existing service in the northern Queensland region and complements other mental health support lines already available to the community. 

NQPHN is working closely with current and new stepped care service providers to manage the transition period and ensure service users continue to get the care they need. 

The revised Mental Health Stepped Care redesigned model service offerings are the result of a community consultation and codesign process to update the model and followed a review of North Queensland's Mental Health Stepped Care services in 2022. 

The Head to Health Phone Service can be contacted on 1800 595 212.  

Key points:

• 17 providers will deliver redesigned Mental Health Stepped Care services from 1 July 2024.
• The redesigned model includes service offerings to ensure community members across the greater Cairns, Townsville, and Mackay regions, including rural areas, have more timely access to mental health care and coordinated support.
• The existing stepped care model will remain in place until 30 June 2024.
• From 1 July, the Connect to Wellbeing intake and assessment service will transition to the Head to Health Phone Service. 

Northern Queensland Primary Health Network (NQPHN) is pleased to announce the 17 providers that will deliver the redesigned Mental Health Stepped Care service model in North Queensland from 1 July 2024. 

As defined by the Department of Health and Aged Care, stepped care is an evidence-based, staged approach to delivering primary mental health care that supports individuals with care tailored to meet their needs. Stepped care recognises there’s a spectrum of needs, and therefore there needs to be a spectrum of services. It is a different concept from ‘step up/step down’ services. While there are multiple levels within a stepped care approach, they do not operate in silos or as one-directional steps, but rather offer a continuum of service interventions, matched to the spectrum of mental illness. 

Following a review of the North Queensland Mental Health Stepped Care services in 2022, NQPHN partnered with service users, service providers, and GPs to undertake a community consultation and codesign process to update the current stepped care model and improve access, integration, and transitions of care. 

The redesigned model includes service offerings, funded by NQPHN, that will ensure community members across the greater Cairns, Townsville, and Mackay regions, including rural areas, have more timely access to mental health care and coordinated support when they need it most. 

NQPHN Chief Executive Officer Sean Rooney said the redesigned model would provide more cohesive, person-centred, culturally safe support from when a person first asks for help and throughout their time of accessing the range of services available.  

“We recognise that mental health is one of the biggest health issues facing our community,” Mr Rooney said. 

“These redesigned service offerings represent a significant change in NQPHN’s Mental Health Stepped Care model. 

“We acknowledge that there is much to do to implement these important service changes and our teams are proactively working with current stepped care service providers to ensure a smooth transition of services.” 

The model includes the Head to Health Phone Service and Front Door access points allowing community members to seek immediate help, with Journey Coordinators to connect people to the various care options available. Psychological Therapies will be available for moderate and high-intensity needs, Clinical Care Coordination will assist those with high-intensity needs, and a Suicide Prevention Response service will offer an added layer of support for those experiencing crisis. 

The 17 providers to deliver these stepped care services include several small organisations delivering a service to their local community through to larger organisations delivering several service offerings across a number of regions. 

The services include: 

Mr Rooney said the existing stepped care model would remain in place until 30 June 2024. 

“Providers can continue to make referrals until that time, and current and new service users will also be able to access services until then. Service users will continue to be supported during the transition to ensure they receive continuity of care,” he said. 

“Further information about the new services will be provided in due course, however, it’s important for people to know that from 1 July, the Connect to Wellbeing intake and assessment service will transition to the existing Head to Health Phone Service. 

“Referrals sent to Connect to Wellbeing after this date will be redirected to the Head to Health Phone Service during the transition.” 

Mr Rooney said consultation and codesign to redesign the Mental Health Stepped Care model in North Queensland was comprehensive and involved people who used the services, service providers, general practitioners (GPs), and other important stakeholders.  

Following consultation and codesign, NQPHN undertook a two-stage tender process to identify service providers to deliver the redesigned model and service offerings.