Mental Health eReferral: Helping Us Get Your Clients to the Right Service Sooner 

As the National Mental Health eReferral SmartForm is a single referral form used for a range of mental health services, it is important to complete all sections and clearly identify the service you are referring to. If you are unsure of the specific service, please indicate the type of support required. Providing complete information helps ensure the client is directed to the most appropriate service. 

We have identified a few common issues that can delay referral processing: 

• Reason for referral: Clearly state the service or support being requested, such as Psychological Intervention (including whether the client requires bulk-billed or low-cost options), Psychosocial Support, Help aHead, Medicare Mental Health Centre, or a combination of services. A brief client history or generic statement alone does not explain the purpose of the referral and may not provide enough information for accurate triage. 

• IAR and Risk Assessment: These sections must be completed, as they are mandatory requirements before referrals can be forwarded to service providers. 

• Supporting documentation: Please attach any relevant assessments, care plans, intake summaries, progress notes, or other supporting documentation. Providing this information helps our team understand the client’s needs, supports accurate triage, and reduces the likelihood that clients will need to repeat their history multiple times. 

• Client contact: Please advise clients that the National Medicare Mental Health Intake team will contact them by phone and SMS. If they miss a call, they should return it promptly. We are seeing an increasing number of referrals delayed or closed because clients are unaware that the team is trying to contact them. 

Incomplete referrals will result in delays, requests for further information, or referral closure. 

Providing complete referral information from the outset helps us triage accurately, connect clients with the right service, and improve access to care. 

Please help us improve referral quality by ensuring all fields are completed, relevant assessments and supporting documentation are attached, and the intended service is clearly identified. Together, we can reduce delays, minimise the need for clients to repeat their story, and ensure they receive the right care at the right time.