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.

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.

Full Report: Mental Health Access and Pathways Project

Full Set of Personas: Mental Health Access and Pathways project

Individual Personas

• Rex
• Chrissy
• Mel
• Peter

Individual Personas with Journey Maps

• Rex's Journey
• Chrissy's Journey
• Mel's Journey
• Peter's Journey

Toolkit: Service Provider Checklist

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