Bridging the gap: Designing Australia’s Medicare Mental Health Check In

In a bold move to address the growing demand for mental health care, the Australian Government has provided $588.5 million over eight years to establish Medicare Mental Health Check In (formerly known as the National Early Intervention Service). This initiative marks a significant step forward in providing accessible mental health support to those experiencing mild mental health challenges or transient distress.

As the first national service of its kind in Australia, Medicare Mental Health Check In will offer free low-intensity cognitive behavioural therapy through phone or video consultations, alongside a suite of evidence-based online tools for self-guided support. The overarching goal is to deliver high-quality, accessible, low-intensity mental health care, thereby alleviating the burden on more intensive services and reducing fragmentation within the mental health system. As a novel service it will continue to evolve in response to emerging evidence and user needs, ensuring a contemporary and impactful user experience. 

The Department of Health, Disability and Ageing engaged Nous to support sector consultation and design of the delivery model for Medicare Mental Health Check In. This involved developing a comprehensive model of care, workforce design, digital solution and ICT infrastructure requirements, standards, regulatory and security requirements, financial model, and implementation plan. The task was ambitious, requiring a collaborative and innovative approach to ensure the service would meet the diverse needs of stakeholders and align with the strategic objectives of the Department.

”What excited me most about the project was knowing that the work we were doing would make a real difference for thousands of Australians,” says Director Steven Hodge. “Not just years from now, but in the very near future.”

The design process for Medicare Mental Health Check In was rooted in extensive stakeholder consultation. Working closely with the Department, we conducted targeted discussions with a wide array of groups, including service providers, advocacy organisations, professional bodies, international experts, and representatives from priority population groups such as First Nations communities. These consultations were crucial in shaping a service model that was both inclusive and effective, continues to strengthen over time, and ensure it integrates well with the Australian mental health sector offerings.

The insights gathered were tested and validated with the sector through the consultation hub and then distilled into a comprehensive report, which served as a foundation for validating the proposed service model and informing implementation.

“As someone outside the mental health space, I didn’t realise just how many organisations and people across Australia are working tirelessly to improve mental health,” says Hodge. “It’s inspiring to see so much commitment and energy in the sector.”

In parallel to our consultations, we adopted a rapid design approach, conducting four design sprints over eight weeks. Each sprint focused on a different aspect of the service model, such as the model of care, digital solution, ICT architecture, security requirements, standards, workforce, and governance. This iterative process was marked by close collaboration between Nous and the Department, with regular touchpoints to ensure alignment on key design decisions. 

A critical component of Medicare Mental Health Check In design was the development of a comprehensive cost model. This model evaluated the financial implications of the proposed service, accounting for various cost drivers such as workforce, training, recruitment, and infrastructure. Through several iterations of feedback from financial experts, the model was meticulously validated to ensure its accuracy and robustness.

We also crafted a detailed implementation plan, outlining the phased rollout of the service model. This plan included the design of a launch model, identifying the minimum viable product for January 2026, and a core model for full-scale implementation. The phased approach allowed for the development of a sustainable mental health service model, balancing feasibility with the need for the service to be operational within a tight timeframe.

The outcome of this collaborative effort supported a range of advice to the Department, including consultation insights, a recommended service model, a financial model, and an implementation plan. This guided the Department’s tender process to engage a service provider to build and operate Medicare Mental Health Check In, with the aim of launching in January 2026. The collaborative and iterative approach adopted by Nous resulted in a well-rounded and actionable framework, aligning with the strategic objectives of the Department and the diverse needs of stakeholders.

The delivery of this work on time, within a four-month period, was a testament to the effectiveness of the collaborative approach. It enabled the Department to commence their procurement process with an Expression of Interest (EOI), seeking to validate the feasibility of the model of care, solution and workforce design, and the implementation timelines with the industry and potential providers of the service. 

“The design sprints were challenging but also rewarding,” says Hodge. “We had to deal with a lot of unknowns and constantly find ways to bring together insights from community consultations, clinical experts, and evidence from Australia and overseas. It really made us think outside the box at every turn.”

Following the EOI, the Department re-engaged Nous to synthesise the insights from the EOI responses, and support the development of the full set of the procurement documentation collaboratively with the Department and their legal partners.

The establishment of Medicare Mental Health Check In represents a significant opportunity to improve mental health care in Australia. By providing accessible, low-intensity support, Medicare Mental Health Check In has the potential to bridge a gap in mental health services and improve outcomes for individuals experiencing mild mental health challenges. However, the journey is just beginning. As the service is rolled out, ongoing evaluation and adaptation will be crucial to ensure it continues to meet the evolving needs of the community. The path ahead is filled with challenges, but also with the promise of a brighter future for mental health care in Australia.

“For me, what matters most is that this is going to help people get the support they need before things get really tough,” says Hodge. “Medicare Mental Health Check In has the potential to really make mental health care more accessible and less intimidating, and I think that’s crucial. It’ll mean Australians can avoid the pain and distress that often comes with untreated mental health issues.”