Centralized Intake Models and Recommendations for Their Use in Non-Acute Mental Health Services: A Scoping Review

Area of Science:

• Health Services Research
• Healthcare Management
• Mental Health Services

Background:

• Centralized intake (CI) models aim to enhance service accessibility and reduce patient wait times within health systems.
• These models are often considered during periods of high service demand or when navigating fragmented individual services is challenging.

Purpose of the Study:

• To review and synthesize existing literature on CI service models.
• To identify characteristics, rationales, contexts, challenges, and benefits of CI implementation.
• To provide recommendations for implementing CI in non-acute mental health services.

Main Methods:

• Scoping review of literature on centralized intake models.
• Analysis of identified characteristics, rationales, contexts, challenges, and benefits.
• Synthesis of findings to inform implementation recommendations.

Main Results:

• Centralized intake is frequently implemented in response to increased service demand and complex navigation requirements.
• Successful CI models involve early and meaningful stakeholder engagement, with telephone being the primary intake method.
• Key recommendations cover planning, model components, and service network setup.

Conclusions:

• Effective CI implementation can improve service access and potentially increase demand.
• The success of CI hinges on its integration with a robust network of providers offering client-acceptable care.
• Failure to ensure network support can undermine the intended benefits of centralized intake.