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Mental Health Telephone Triage: Managing Psychiatric Crisis and Emergency

Authors

  • Natisha Sands RN, BN(Hons), PhD,

    Corresponding author
    1. Natisha Sands, RN, BN(Hons), PhD, is Associate Professor and Campus Leader, School of Nursing and Midwifery, Deakin University, Geelong, Victoria, Australia; Stephen Elsom, BA, MNurs, PhD, RN, MHN, is Associate Professor and Director, Centre for Psychiatric Nursing, The University of Melbourne, Carlton, Victoria, Australia; Elijah Marangu, RN, MPH, is a Lecturer, School of Nursing and Midwifery, Deakin University, Geelong, Victoria, Australia; Sandra Keppich-Arnold, RN, GDHE&P, is Associate Director of Nursing and Operations, The Alfred Hospital, Melbourne, Victoria, Australia; and Kathryn Henderson, RN, GDACN, is Hospital and Emergency Psychiatry Nurse Manager, The Alfred Hospital, Melbourne, Victoria, Australia.
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  • Stephen Elsom BA, MNurs, PhD, RN, MHN,

    1. Natisha Sands, RN, BN(Hons), PhD, is Associate Professor and Campus Leader, School of Nursing and Midwifery, Deakin University, Geelong, Victoria, Australia; Stephen Elsom, BA, MNurs, PhD, RN, MHN, is Associate Professor and Director, Centre for Psychiatric Nursing, The University of Melbourne, Carlton, Victoria, Australia; Elijah Marangu, RN, MPH, is a Lecturer, School of Nursing and Midwifery, Deakin University, Geelong, Victoria, Australia; Sandra Keppich-Arnold, RN, GDHE&P, is Associate Director of Nursing and Operations, The Alfred Hospital, Melbourne, Victoria, Australia; and Kathryn Henderson, RN, GDACN, is Hospital and Emergency Psychiatry Nurse Manager, The Alfred Hospital, Melbourne, Victoria, Australia.
    Search for more papers by this author
  • Elijah Marangu RN, MPH,

    1. Natisha Sands, RN, BN(Hons), PhD, is Associate Professor and Campus Leader, School of Nursing and Midwifery, Deakin University, Geelong, Victoria, Australia; Stephen Elsom, BA, MNurs, PhD, RN, MHN, is Associate Professor and Director, Centre for Psychiatric Nursing, The University of Melbourne, Carlton, Victoria, Australia; Elijah Marangu, RN, MPH, is a Lecturer, School of Nursing and Midwifery, Deakin University, Geelong, Victoria, Australia; Sandra Keppich-Arnold, RN, GDHE&P, is Associate Director of Nursing and Operations, The Alfred Hospital, Melbourne, Victoria, Australia; and Kathryn Henderson, RN, GDACN, is Hospital and Emergency Psychiatry Nurse Manager, The Alfred Hospital, Melbourne, Victoria, Australia.
    Search for more papers by this author
  • Sandra Keppich-Arnold RN, GDHE&P,

    1. Natisha Sands, RN, BN(Hons), PhD, is Associate Professor and Campus Leader, School of Nursing and Midwifery, Deakin University, Geelong, Victoria, Australia; Stephen Elsom, BA, MNurs, PhD, RN, MHN, is Associate Professor and Director, Centre for Psychiatric Nursing, The University of Melbourne, Carlton, Victoria, Australia; Elijah Marangu, RN, MPH, is a Lecturer, School of Nursing and Midwifery, Deakin University, Geelong, Victoria, Australia; Sandra Keppich-Arnold, RN, GDHE&P, is Associate Director of Nursing and Operations, The Alfred Hospital, Melbourne, Victoria, Australia; and Kathryn Henderson, RN, GDACN, is Hospital and Emergency Psychiatry Nurse Manager, The Alfred Hospital, Melbourne, Victoria, Australia.
    Search for more papers by this author
  • Kathryn Henderson RN, GDACN

    1. Natisha Sands, RN, BN(Hons), PhD, is Associate Professor and Campus Leader, School of Nursing and Midwifery, Deakin University, Geelong, Victoria, Australia; Stephen Elsom, BA, MNurs, PhD, RN, MHN, is Associate Professor and Director, Centre for Psychiatric Nursing, The University of Melbourne, Carlton, Victoria, Australia; Elijah Marangu, RN, MPH, is a Lecturer, School of Nursing and Midwifery, Deakin University, Geelong, Victoria, Australia; Sandra Keppich-Arnold, RN, GDHE&P, is Associate Director of Nursing and Operations, The Alfred Hospital, Melbourne, Victoria, Australia; and Kathryn Henderson, RN, GDACN, is Hospital and Emergency Psychiatry Nurse Manager, The Alfred Hospital, Melbourne, Victoria, Australia.
    Search for more papers by this author

  • Conflict of Interest Statement: The authors report no actual or potential conflicts of interest.

natisha.sands@deakin.edu.au, with a copy to the Editor: gpearson@uchc.edu

Abstract

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.

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