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This was an innovation project supported by the former Better Care Victoria Innovation Fund.
Lead organisation
Ambulance Victoria
Summary
Many of the mental health patients who call Triple Zero (000) for assistance would receive more appropriate care from a specialist mental health clinician than from the paramedics that staff a typical ambulance.
However, for some patients, particularly those experiencing a crisis or who live in remote and rural areas without community-based mental health resources, calling Triple Zero (000) is their only option.
Currently, Victoria’s emergency call-takers are only able to triage patients through a voice call, which can deprive them of important visual cues that would help them fully assess the situation.
To more accurately assess mental health emergency callers and facilitate face-to-face care, Ambulance Victoria is exploring the use of text message-initiated video calls, which would connect patients with a mental health specialist.
Aims
- Reduce the number of emergency callers triaged by Ambulance Victoria Referral Service mental health nurses who are transported to hospital via ambulance
- Increase referrals to mental health services and the provision of self-care advice
- Improve the patient experience and satisfaction with care received
- Maintain or reduce the rate at which the ambulance service is contacted again within 24 hours for patients triaged through video
Update
October 2020 – This innovation project was accepted in the Better Care Victoria 2019–20 funding round and is currently underway.
Project summary
- Cardiac, renal and stroke
- Chronic disease
- Consumer engagement and support
-
Emergency and critical care
- Delirium Evaluation in the Timely delivery of Emergency Care Trial (DETECT)
- Artificial intelligence in cardiac arrest (AIDE)
- Acute coronary syndrome project
- Establishing the Victorian ECMO service
- Gippsland region telehealth
- Sepsis bundle of care
- Improving emergency access collaborative
- Lower complexity urgent care
- Standardising inotropes and vasopressors
- Supporting statewide Medical Emergency Team/rapid response
-
Medications, treatment and infection prevention
- Antibiotic allergy de-labelling program
- Central pharmacy
- Choosing Wisely champion hospital
- Choosing Wisely Scaling Collaboration
- Decreasing infections associated with peripheral intravenous cannulas
- No unecessary tests
- Partnered pharmacist medication charting (PPMC) scaling project
- Sepsis improvement
- ‘Think sepsis. Act fast.’ scaling collaboration
- Mental health and wellbeing
-
Mothers, babies and children
- Assessment and care of the jaundiced newborn at home
- Better births for women collaborative
- Closing the gap on maternal immunisation
- Developing ambulatory care services for women in Peninsula Health
- Expanding our Maternity and Neonatal eHandbooks
- Improving the management of paediatric sepsis
- Medical management of miscarriage at home
- Obstetric triage decision aid
- Perineal protection project - audit tool
- Postpartum Haemorrhage Collaborative
- Reducing clinical variation in paediatric adenotonsillectomy
- Reducing preventable stillbirths in Victoria
- Reducing unnecessary prescribing in infant reflux
- Safer baby
- Sharing service data through a maternity dashboard
- Reducing paediatric outpatient and emergency department referrals
- Strengthening safety oversight
-
Older people and palliative care
- Families And Carers as part of healthcare Teams (FACT) Pilot Project
- Advance care plans across the health system in rural Victoria
- Creating Age-Friendly Health Systems in Victoria
- Falls review tool: Pilot project
- Building an age-friendly Indigo health system
- Collaborative model for a falls response service
- Delirium collaborative
- Early intervention palliative and supportive care clinic
- End PJ paralysis: Preventing functional decline in inpatients
- Frailty recognition and response in the community
- Geri-Connect
- Geri-Connect scaling project
- Guiding the safe use of bed rails
- Hospitals and patients working in unity (HOW-R-U?)
- Informing best practice for managing patients with hip fractures
- Preventing delirium
- RAPID Assist
- We are Ambulance Victoria Engaged (WAVE)
-
Patient flow, outpatient care and telehealth
- Bendigo Cancer Centre survivorship service
- Telehealth for people with young onset dementia (BRIGHT-YOD)
- Critical care telehealth
- Critical care telehealth scaling project
- Improving after hours care at Monash
- North east robotics development
- Outpatient demand management strategy
- Rapid access musculoskeletal care
- Remote drug and alcohol recovery for the Southern Otways region
- Low-risk fever and neutropenia program
- Using big data modelling to improve access to outpatient clinics
- Virtual fracture clinics
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