EMHSCA Reports

EMHSCA reports are provided annually to the Alliance members. Additionally, bi-monthly briefings are provided to the EMHSCA Steering group members. Reports are also provided for specific EMHSCA activities, such as the annual Shared Care Audit, events, and the Partnership survey.

Mental Health Access and Pathways Project

The Mental Health Access and Pathways project employed Human Centred Design (HCD) methodologies – in particular the development of client personas and client journey mapping – to better define and understand the experience of clients accessing, entering and using the mental health system in the Inner and Outer Eastern Melbourne areas.

The report contains a series of journey maps which represent the journey for each of the four client personas developed for the purposes of this project. These maps include a summary of key findings and moments that matter for each client.

The report includes a set of recommendations that aim to provide organisations with some guidance as to how to strengthen the elements of trust, choice and control and communication, including a checklist for providers.

The report is now available to download via the Outer East Primary Care Partnership website. A guide to using the report is also available on the website.

An Exploration of Telehealth in Mental Health: Using client personas and journey maps to guide service enhancements

As a follow up initiative to the 2019 Mental Health Access and Pathways report, this video was developed to to demonstrate how client personas and journey maps from the project could be used to guide changes in service delivery. Telehealth is used as the example of a change in service delivery.

The video focuses on the personas of Mel and Rex. A ‘telehealth assessment criteria’ was developed and applied to each of their personas and the moments that matter on their journey maps. The application of the criteria assists with drawing focusing to each of the persona’s individual tech preferences, social circumstances and other factors that could influence their desire to participate in telehealth support. The application of this criteria allowed us to review whether a change in traditional service delivery (face to face support/provision of written information to telehealth support/provision of digital information) might be useful in addressing some of the pain points identified in Mel and Rex’s journey.

The video has been broken up into four parts so that once it has been watched in its entirety, if viewers desire, they can go back to the section of the video they want to watch again.

We recommend if possible, while watching the video, you have a copy of the report or a copy of the personas and journey maps to refer to.

Part 1 (of 4): Introduction - Project Background and approach
Part 2: Development of a Telehealth Assessment Criteria
Part 3: Applying the Telehealth Assessment Criteria to Client Personas & Journey Maps
Part 4: Considerations for Service Providers