Client Journey Mapping (Outer East PCP)

In 2018, the Outer East PCP worked with local services to better understand the impacts of reforms, such as the National Disability Insurance Scheme (NDIS) and recommissioning on the community based mental health service sector. An initial consultation with key stakeholders indicated emerging service gaps; increasing demand on the clinical mental health system; and uncertainty about referral and service pathways. This led to focus on the client experience and to use client journey mapping as a mechanism for gaining a deeper understanding of the impacts of system change for mental health clients.