Telehealth review released with new initiatives

An independent review into mental health and addiction telehealth services has been released, with the government accepting all recommendations and announcing immediate actions to address its findings. Mental Health Minister Matt Doocey stated that core safety systems, including triage and clinical governance, are in place but acknowledged gaps in accessibility and follow-up processes. The review highlights delays in connecting people to support and inconsistent risk assessment after referrals or escalations to other services.

The government has committed to ensuring people can access support without prolonged waiting times, emphasizing that safety extends beyond individual providers to include timely connections and consistent escalation pathways. Recent funding of more than $10 million for telehealth services will enable around 20,000 additional mental health and addiction contacts via phone, text, and digital channels. Providers such as Lifeline, Youthline, and Whakarongorau have received funding to address growing demand.

Telehealth services are often the first point of contact for people seeking mental health or addiction support, and the government acknowledges that too many New Zealanders face long waits due to high call volumes and complex needs. The review aligns with feedback from providers, who report challenges in meeting demand, particularly when service capacity is exceeded. The minister urged New Zealanders to continue reaching out for help, reassuring them that services are being improved to respond faster.

The government’s response includes a focus on improving visibility of what happens after someone is referred or escalated, ensuring risk is properly assessed and connected to appropriate next steps. The initiatives aim to address systemic gaps while maintaining existing safety frameworks. The minister emphasized that no exceptions will be made to the principle that people should receive timely support when they reach out for help.