NWMPHN’s role in supporting the national Medicare Mental Health program

The Medicare Mental Health phone service handles more than 8,000 inbound calls each month from people seeking mental health advice and support. Anyone in Australia can call 1800 595 212 to be connected to an experienced mental health clinician, who can assess their needs and help them get the right support close to where they live.

NWMPHN’s telephony infrastructure underpins this nation-wide service, supporting a seamless experience for people seeking mental health support.

It provides all 31 PHNs with an efficient “front door” into their service networks, allowing each to focus on ensuring every person gets the appropriate care in their local area.

The PMHCIS is a centralised national digital platform developed to support the delivery, coordination and reporting of mental health intake, assessment and referral services under the Medicare Mental Health initiative in Australia.

While built for Medicare-funded services, PMHCIS is highly adaptable—and can be used for other local mental health assessment and referral programs with similar workflow and data requirements.

It is a secure, web-based application designed to support:

• clinical workflow management
• client intake and referral
• data collection and reporting.

Key features include:

• Interoperable design – Seamlessly integrates with clinical and reporting systems used by PHNs and service providers via secure APIs.
• Client record management – Tracks consumer journeys across services — including assessments, referrals, and outcomes.
• Real-time data collection – Enables timely, accurate reporting to support service planning, commissioning, and national performance monitoring.
• Mental Health eReferral – Allows providers to securely send referrals into the service, integrating with clinical systems for real-time referral tracking and faster service access.
• Customisable workflows – Supports different service models across phone, digital, and in-person Medicare Mental Health services
• Secure access – Designed to meet the highest standards of privacy, confidentiality, and data governance. Fully aligned with the Australian Privacy Principles and ISO/IEC 27001 certification.
• Standards-aligned and compliant – Supports national datasets such as PMHC-MDS and integrates with industry standards including HL7 and FHIR.

Who uses the system?

• Primary Health Networks (PHNs)
• Medicare Menta Health centres and satellite sites
• Service providers commissioned under Medicare Mental Health
• The Australian Government Department of Health and Aged Care (DoHAC), for analytics and reporting.

The consumer experience platform is a digital tool designed to capture the voices of people accessing services through Medicare Mental Health – ensuring their experiences, feedback, and outcomes directly inform service quality and system improvement.

NWMPHN has partnered with New Zealand-based medical software company Cemplicity to deliver the platform. All PHNs and their commissioned providers involved in the initiative have access to a comprehensive and secure reporting portal that enables survey responses to be viewed and analysed in real time.

Why does this matter?

• Empowers consumers by giving them a structured way to share how services are, or are not, helping.
• Builds a consumer-centred mental health system where care is shaped not just by clinical metrics but by lived experience.
• Supports the Australian Government’s mental health reform goals by embedding accountability and transparency into service delivery.
• Provides valuable data for PHNs, enabling them to benchmark performance, share lessons, and design services that better meet community needs.

By leveraging shared infrastructure and centralised data management processes, PHNs have significantly reduced resource costs and eliminated the need to build and maintain local systems for mental health intake management and reporting. For example, centralised processes have improved timely reporting to DoHAC and supports overall evaluation and ongoing improvement.

How does this work?

• NWMPHN has developed a secure, integrated environment that links key datasets and supports streamlined national reporting. The system is designed to work seamlessly with a variety of tools, including Microsoft Power BI and custom-built software developed in Python, allowing for advanced data visualisation and analytics.
• To support flexibility, the platform includes a robust API that enables PHNs not using the web-based application to submit their data for inclusion in national reports — ensuring broad compatibility and consistent data capture.
• The system also supports uploads to the Australian Government’s Primary Mental Health Care Minimum Data Set (PMHC MDS) portal, meeting mandatory reporting requirements with minimal manual input.
• NWMPHN’s in-house technical team has established a customisable, scalable reporting workflow. What was once a time-consuming and duplicated reporting process across PHNs can now be completed in minutes rather than days, from a central location.

This streamlined approach means PHNs can spend less time wrangling data and more time using insights to improve service delivery and client outcomes.