The WentWest Mental Health Referral Spoke is an innovative, free service designed to support complex mental health and psychosocial referrals.
Operating via the Medicare Mental Health phone line and GP referrals, the service enhances access and continuity of care.
Since 2025, nearly 600 referrals have been processed by the WentWest referral team, with an average processing time of no more than two days.
Medicare Mental Health Service - Referral Overview for Health Professionals
Step 1: Referral Initiation
Consumers can be referred by:
- Calling 1800 592 212 (available 24/7 nationally)
- Or via the online referral form completed by a GP or service provider
Note: This service is not appropriate for an immediate crisis. Referrals are processed during business hours (8:30am – 5:00pm). Calls outside these hours receive interim support, with intake assessments scheduled during operating hours.
Step 2: Initial Assessment
Consumers speak with a trained mental health clinician who conducts an Initial Assessment and Referral Decision Support Tool (IAR-DST) assessment to determine appropriate care needs.
Step 3: Service Matching
Based on the assessment, referrals are directed to:
- A Medicare Mental Health Centre, or
- A local service provider via the PHN Referral Spoke
WentWest (as the PHN Referral Spoke) reviews referral details and recommends suitable services based on clinical need, service availability, wait times, and consumer preferences.
Step 4: Consent and Referral
The Intake Team discusses recommendations with the consumer and obtains consent. Once consent is given, the Referral Spoke sends referrals to the selected service.
Step 5: Follow-up
The Intake Team follows up with the consumer within seven days of referral acceptance to ensure engagement and continuity of care.
Impact of the Service
