Conflict of Interest Statement: The authors report no actual or potential conflicts of interest.
Mental Health Telephone Triage: Managing Psychiatric Crisis and Emergency
Article first published online: 13 JUL 2012
© 2012 Wiley Periodicals, Inc.
Perspectives in Psychiatric Care
Volume 49, Issue 1, pages 65–72, January 2013
How to Cite
Sands, N., Elsom, S., Marangu, E., Keppich-Arnold, S. and Henderson, K. (2013), Mental Health Telephone Triage: Managing Psychiatric Crisis and Emergency. Perspectives in Psychiatric Care, 49: 65–72. doi: 10.1111/j.1744-6163.2012.00346.x
- Issue published online: 7 JAN 2013
- Article first published online: 13 JUL 2012
- First Received January 19, 2012; Final Revision received April 25, 2012; Accepted for publication April 27, 2012.
- Crisis assessment;
- mental health triage;
- psychiatric emergency;
- telephone triage
PURPOSE: The study aims to identify and articulate how mental health telephone triage (MHTT) clinicians manage psychiatric crisis and emergency via the telephone.
DESIGN AND METHODS: An observational design was employed in the study. Wireless headsets were used to observe 197 occasions of MHTT.
FINDINGS: Clinicians use a range of practical strategies, therapeutic skills, and psychosocial interventions to manage psychiatric crises and emergencies via the telephone.
PRACTICE IMPLICATIONS: The evidence base for managing psychiatric crisis/emergency in MHTT is minimal. These findings contribute to the MHTT knowledge base and provide evidence-based strategies for high-quality emergency mental health care.