Health

Government Unveils New Measures After Mental Health Telehealth Review

By Kelly Nealon

Mental Health Minister Matt Doocey has announced a series of new initiatives following the release of an independent review into mental health and addiction telehealth services, saying the Government is moving quickly to act on the report's findings and has accepted all of its recommendations.

Doocey said the review confirmed that core safety systems, such as triage, risk assessment, escalation procedures, and clinical governance, are functioning within telehealth services. However, he noted the report also identified gaps, particularly around delays in accessing support and limited visibility into what happens after a person is referred or escalated to another service.

"Safety is not only about what happens within one provider," Doocey said. "It is also about whether someone can get through, whether their risk is understood, whether escalation is consistent, and whether they are connected to the right next step."

In response, the Government outlined three main initiatives. First, peer support through the 1737 helpline will be expanded from its current hours of 2pm to 10pm to a new schedule of 9am to midnight, seven days a week. Five additional full-time peer support workers will be hired to cover the extended hours, with the service expected to handle between 15,000 and 20,000 extra contacts annually.

Second, Health New Zealand will commission provider Whakarongorau to run a pilot programme offering proactive follow-up calls to as many as 1,000 people who have experienced acute distress following an initial contact with telehealth services. The pilot aims to test whether additional follow-up contact can strengthen continuity of care.

Third, the review found no clearly designated 24/7 national suicide prevention crisis line within the current telehealth system. To address this, Health New Zealand will establish such a function as part of an upcoming procurement process for national mental health and addiction telehealth services.

Doocey also said he has requested advice from officials on introducing a dedicated telehealth target aimed at reducing wait times for mental health and addiction support.

"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.

These measures follow a previously announced investment of more than $10 million in telehealth services, which is expected to generate around 20,000 additional mental health and addiction contacts and help providers manage rising demand across phone, text, and digital platforms. As part of that funding, Lifeline, Youthline, and Whakarongorau have received financial support to bolster their capacity to respond to people seeking help.

Doocey said telehealth services are often the first point of contact for people in need of support, and that anyone reaching out deserves to be heard and connected to appropriate help. He added that the review's findings align with concerns already raised by telehealth providers, including rising call volumes, more complex cases, and difficulty connecting during peak demand periods.

"My message to New Zealanders is simple: if you need mental health or addiction support, please keep reaching out," Doocey said. "These services are there to help, and we are working to make sure they respond faster."