Head to Health phone service – 1800 595 212

The Head to Health phone service is a mental health assessment and referral service available on the Gold Coast. Consumers, carers and health professionals can call the phone service on 1800 595 212 from Monday – Friday, 8.30am – 5pm, and speak with a mental health clinician about available services. 

For consumers calling the phone service, if they would like support in finding the right service to meet their needs, the Head to Health clinician may complete an initial assessment using the Initial Assessment and Referral Decision Support Tool (IAR-DST) to gather the information required to determine the most appropriate referral pathway for that consumer. They will then do a warm handover and support the consumer in accessing the service.  

For health professionals, you can call the phone service to speak to mental health clinicians with knowledge of local services to discuss referral pathways and options.  

The Head to Health phone service is a service navigation and referral service only. The service does not provide case management to clients.  

• What is Head to Health?

  The national Head to Health network, established by the Department of Health and Aged Care (DoHAC), has been operational with phone, hub, and satellite services across the country. On the Gold Coast, the Head to Health phone service is only a phone service. Since July 2022, Primary and Community Care Services (PCCS) has provided this phone service for the Gold Coast region. There is no Head to Health hub (or satellite) service on the Gold Coast.

• What service does the Head to Health phone service provide?

  The H2H phone service provides initial clinical assessment, using the Initial Assessment and Referral Decision Support Tool (IAR-DST) as required, and service navigation to connect people to the right mental health services to meet their identified needs.  

  It is designed to complement, not replace or duplicate, mental health support lines and services already provided in the community, including crisis support lines and state-funded triage services facilitating intake into tertiary services.  

• How does the Head to Health phone IAR assessment work?

  Not everyone will require an IAR assessment, it is for those wanting more than information or assistance with identifying appropriate services. The H2H phone service on the Gold Coast has mental health clinicians trained to use the Initial Assessment and Referral Decision Support Tool (IAR-DST). Using this tool while asking a few questions about the person’s need and current support provides a clearer picture (assessment outcome) for both the person and the clinician to discuss the types of services available and the preferred service for a warm referral. 

• Who can access Head to Health?

  Anyone of any age, including children, young people and older adults, families and carers, can contact Head to Health. GPs, health professionals and service providers can contact the phone service to get advice or find additional supporting services for their patients.  

• Is Head to Health a free service?
  Yes. There is no cost for using the Head to Health phone service.  
• How can someone access Head to Health?
  The H2H phone service is available through the H2H national phone line (ph. 1800 595 212), where the person calling will be transferred to their local service based on their postcode. 
• How can I refer a client or patient to Head to Health?
  The person or the referrer can call the Head to Health national phone line on 1800 595 212. The Head to Health trained mental health clinician will complete an initial assessment to understand the intensity of care most suitable for the person’s situation using the Initial Assessment and Referral Decision Support Tool (IAR-DST).  
  Or you can complete the Stepped Care Referral Form and send it via Medical Objects to GCPHN Referrals or Fax: 07 3186 4099
• What hours is Head to Health available?

  Head to Health is not a crisis service. The phone service will operate only during business hours (8.30am to 5.00pm, Monday to Friday). Protocols for responding to people experiencing high levels of distress (including suicidal crisis or acute mental illness) are in place to ensure the swift identification of individuals experiencing a crisis (or needing urgent treatment or support). Upon identification, the H2H intake staff will provide immediate support over the phone. 

• Is the Head to Health phone service mandatory for providers to refer people to a suitable service?
  No, service providers will be expected to continue to manage or make onward referrals for consumers as they see appropriate. 
• Will consumers receive case management while waiting for an assessment and referral by the Head to Health team?
  No, the Head to Health phone service is only an immediate assessment and referral service.  It is not a service delivery program, and consumers will not be case managed by this service. The H2H phone service is not responsible for meeting other service gaps in the local service system.
• Is there a waitlist to access Head to Health?
  No, Head to Health does not have a waitlist. The H2H phone service is an immediate assessment and referral service and is not a service delivery program. Consumers cannot be held or case managed by this service.
• What happens after a person is referred to Head to Health?

  Once a referral has been received and an assessment completed, the H2H phone service will undertake a warm handover of consumers to suitable service/s in the local service system. Warm transfer includes securely transferring the person’s information (through digital solutions) to the treating service provider, assessing wait times, and gaining consent for intake staff to make bookings on behalf of the person. 

  Any outcomes of a patient referred to another mental health provider (with consumer consent) will be reported to the referring service.

  All people referred to services will be followed up by H2H staff via phone or SMS within seven business days of the initial assessment. 

• Who delivers the Head to Health phone service in the Gold Coast region?

  Primary & Community Care Services (PCCS) delivers the Head to Health phone service. PCCS formerly provided the GCPHN Intake, Assessment and Referral service.