The review found too many people who tried to call for help didn’t get through.
“Too many people approaching these services do not get their calls answered, a proportion of whom may be experiencing acute distress,” the independent report said.
It also found the telehealth services weren’t adequately integrated with the wider mental health and addiction system.
“I was very disappointed with that finding”, Minister for Mental Health Matt Doocey told Morning Report.
“It beggars belief there was a high volume of calls not being answered.
“I’d like to put a target in to say that all calls are connected within, say, five to ten minutes. “
Doocey said the government was “acting swiftly to implement the findings of the review”.
“The review provides reassurance that core safety systems are in place, including triage, risk assessment, escalation processes, and clinical governance,” he said.
“But it also makes clear there is more work to do. Too many people are not getting through quickly enough, and we do not always have enough visibility of what happens after someone is referred or escalated to another service.”
He outlined three initiatives intended to address the report’s findings.
First was to expand peer support via the 1737 hotline, which previously operated between 2pm and 10pm, to 9am to midnight.
It would also commission a pilot to attempt proactive follow-up calls to people who had contacted 1737 in distress.
The third initiative would set up a 24/7 suicide prevention crisis line within the telehealth system.
“We are clear, and there are no exceptions to the rule; when someone reaches out for help, they should be able to access the support they need without waiting too long,” Doocey said.
If it is an emergency and you feel like you or someone else is at risk, call 111.