| Abandoned | Referrals that are discontinued before an intake assessment can be completed. If a referral is abandoned it cannot be reopened. |
| Callback requests | The MMH website allows consumers to create callback requests which are then assigned to the relevant PHN who are notified. |
| Calls received | Count of calls received regardless of whether a call was routed or answer. |
| Client record | If a contact requires an assessment, the contact record is converted to a client record. |
| Complete | Referrals where the necessary consumer data has been collected and the consumer has had an assessment, but the referral has not yet been sent to a service. |
| Consent | Clients are required to give permission for contact and use of details at four different points. |
| Consumers re-engaging | When a consumer calls back either after discharge from the service or during their initial contact with the service. Consumer’s re-engaging after discharge may require a new assessment if their situation or clinical circumstances have changed. |
| Contact created by | Indicates where the contact was created, either a PHN or Hub/Pop up centre. |
| Contact record | Contact record contains information about the person who contacted the service. All required fields must be completed for the contact to move from the incomplete contacts list. |
| Derived level of care | Clinicians can record a practitioner recommend level of care. If that is recorded, the derived level of care is that value, otherwise it is the IAR-DST recommended level of care. |
| Hub | Physical site consumers can be referred to and access for support. Hubs are operated by various service providers commissioned by PHN’s. |
| IAR-DST | Initial Assessment and Referral – Decision Support Tool. |
| IAR-DST Recommended Level of Care | Level of Care that is recommended by the IAR-DST, based on completion of the eight sub-domains. |
| Incomplete referrals list | Records that do not contain all required fields for the referral to be completed. |
| Jurisdiction | All Australian States and Territories. |
| Modality | How the person contacted the intake service. |
| Nature of contact | Why the person contacted the intake service. |
| Not routed | Calls that are abandoned before they’re connected to an answering point. No other information. |
| Note | Once a contact is saved, notes can be added to the record. Changes can be made to notes, but all changes are logged for notes. |
| Outcome | What was provided to the person contacting the intake service |
| Overall experience score | The overall experience in the survey provides an indication of whether the consumer felt it was worthwhile contacting Medicare Mental Health. |
| Practitioner Recommended IAR Level of Care | Level of Care recommended by the intake clinicians. |
| Pop-up | Physical site consumers can be referred to and access for support. Pop-ups are operated by various service providers commissioned by PHN’s but are often linked to existing Hub’s and temporary. |
| Referral created by | If the referral was created by a PHN or Hub/Pop-up/Centre. |
| Referral outcome | Indicates where the consumer was referred to, categorised into various service types. |
| Referrer sources | Where the person presenting to the intake team came from. |
| Routed calls | Call was routed to an intake team. Postcode or jurisdiction is used to route the call. |
| Satellite | Point of support that consumers can be referred to that are generally embedded in existing primary care settings but are often smaller have less capacity. |
| Source of contact | Where the person presenting to the intake service came from. |