# Improving the time-efficiency of initial mental health assessment (triaging) using an online assessment tool followed by a clinical interview via phone: a randomised controlled trial

## TL;DR

This study found that using an online assessment tool before a phone interview can save clinicians time when evaluating patients' mental health.

## Contribution

The study provides empirical evidence that online self-reporting can reduce clinician assessment time in mental health triage.

## Key findings

- The intervention group had a 4.43-minute average reduction in assessment time compared to the control group.
- After adjusting for seasonal effects and clinician correlations, the time-saving remained statistically significant at 3.29 minutes.

## Abstract

The need for time-efficient and accessible mental health assessment is a priority in the face of high demand, limited resources and a progressive increase in the percentage of adults experiencing high or very high levels of psychological distress. Although there is broader supportive evidence for using online assessment as a potential solution, there is relatively little evidence from randomised controlled trials.

To investigate whether patient online self-reported clinical information can save clinician time in subsequent mental health assessment via phone.

Patients referred to a public mental health service by general practitioners via fax during business hours between February 2020 and June 2022 were randomly allocated to either the intervention (self-reporting of clinical information followed by clinician assessment by phone) or control (clinician phone assessment as usual) arm. The time to complete the assessment (call duration) was the primary outcome measure.

Out of 758 referrals assessed for eligibility, 377 (49.34%) entered the study and were randomised. Out of 184 referrals allocated to the intervention arm, the assessment was completed in 125, but only 81 were included in the analysis, mostly due to failure of clinicians to follow the protocol (completing the assessment without using self-reported data, likely due to inexperience with the novel process). Of 193 referrals allocated to the control arm, 135 completed the assessment and were included in the analysis. Average assessment completion time in the control arm was 25.19 min (standard deviation (SD) of 11.5 min) and 20.76 min (SD 7.49 min) in the intervention arm respectively, with a mean difference of 4.43 min (17.59% time reduction). When a mixed effects linear model was used to adjust for potential seasonal effect and correlation of outcome within clinicians, a statistically significant reduction of 3.29 min (P = 0.016, 95% CI (5.85, 0.73)) was still demonstrated by using online assessment.

The use of online self-report clinical assessment by patients can save time to complete subsequent clinician assessment. Greater time-saving can be expected with better integration of this tool in workflow and increased clinician familiarity with using online self-reported data.

(registered retrospectively) Registry: Australian and New Zealand Clinical Trial Registry (ACTRN). Registration number: anzctr.org.au ACTRN12624001293550. Date of registration: 24/10/2024.

The online version contains supplementary material available at 10.1186/s12888-025-07023-8.