Mental Health


Mental Health Pathways and Access 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.

Three themes were identified as being critical to the lived experience:

  • Trust
  • Choice and control
  • Communication.

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.

Resource: Mental Health Access Pathways report FINAL compressed

How-to- guide and downloadable sections of report:

Resource: Mental Health Access Pathways report SECTIONS

Videos: An Exploration of Telehealth in Mental Health

Contact: Jean Crewe, Integrated Care Coordinator, Outer East Primary Care Partnership (OEPCP)