Document 1
In Confidence
Aide Memoire
Digital Mental Health Supports Plans
To:
Hon Matt Doocey, Minister for Reference:
HNZ00037269
Mental Health
From:
Jo Chiplin, Director, Mentally
Due Date:
1 March 2024
Well, National Commissioning
Copy to:
Security level:
In Confidence
Contact for telephone discussion (if required)
Name
Position
Telephone 1982
1st contact
Jo Chiplin
Director, Mentally Well,
S9(2)(a)
x
ACT
National Commissioning
Caitlin Chester
Group Manager, Mental Health
S9(2)(a)
and Wellbeing, Mentally Well,
Commissioning
INFORMATION
The following departments/agencies have been consulted N/A
OFFICIAL
Purpose
THE
1. You have requested advice reg
UNDER arding telehealth and digital mental wellbeing
supports in the context of the review of the National Telehealth Service (NTS)
delivered by Whakarongorau Aotearoa (Whakarongorau). In response to your
request, this Aide Mémoire provides the following information.
RELEASED
a. Overview of the NTS and mental health and addiction telehealth services.
b. Out of Scope
c. Review of telehealth services, including outcomes and next steps
Background / context
Overview of the NTS and mental health and addiction telehealth services
2. The NTS is delivered by Whakarongorau and includes core services including
Healthline and Quitline, as well as a range of mental health and addiction services.
Telehealth services are delivered through the 10-year NTS agreement between
Whakarongorau and Health New Zealand which was established in 2015 and ends
Aide Memoire: HNZ00037269: Digital Mental Health Supports Plans
1
In Confidence
on 30 June 2025. S9(2)(j)
, The NTS is also co-
funded by other government agencies.
3. Telehealth services are delivered in the context of other digital information systems,
such as health information (e.g. Healthify) and health navigation (e.g. Healthpoint).
4. The mental health and addiction services include 1737 (which includes a peer
support component), the Alcohol Drug Helpline, Gambling Helpline, Depression
Helpline, and Earlier Mental Health Response (EMHR). EMHR is staffed by
experienced mental health nurses who respond to mental health-related 111 calls
transferred from Police and ambulance. Most of these services include a phone
component as well as SMS, web chat, video chat and chatbots. The services are free
to the public throughout New Zealand, 24 hours a day, 7 days a week.
5. Since the NTS agreement was first established, additional funding has been provided
to Whakarongorau specifically for mental health and addiction services including:
• S9(2)(j)
1982
• S9(2)(j)
ACT
• S9(2)(j)
6. In addition to the NTS, Whakarongorau also receives funding from various Health
INFORMATION
New Zealand regions for other services including Mental Health After-Hours and
Crisis Triage Service. These are funded outside of the NTS agreement.
Out of Scope
OFFICIAL
THE
UNDER
RELEASED
Aide Memoire: HNZ00037269: Digital Mental Health Supports Plans
2
In Confidence
Out of Scope
.
Review of telehealth services
9. Health New Zealand is initiating a comprehensive review of telehealth services
(telehealth review) ahead of the NTS contract end date in June 2025. The telehealth
review will assess the effectiveness of telehealth services in meeting the needs of
service users (with a focus on promoting equitable access and health outcomes) and
identify future opportunities in the provision of telehealth and digital services.
10. One of the strategic advances to better manage demand is to expand what is offered
through telehealth services as part of a vision to offer more healthcare virtually (not
requiring face to face contact). Shifting tasks and some care to virtual and digital
settings is a key way to reduce pressure on a constrained workforce and empower
service users with more options to timely access to quality care.
11. Although the scope of the telehealth review has not yet been finalised, it is expected
the key objectives of the telehealth review will be to:
• provide insights on whether existing telehealth services meet the needs of
service users and supports improved equity of access and out
1982comes. Key
considerations include examining the alignment of telehealth services and
understanding how consumers are supported to access the
ACT right services for
their need
• inform the development of a national telehealth strategic approach that aligns
to Pae Ora
• inform the next steps for the NTS agreement.
INFORMATION
12. The telehealth review will also include a dedicated workstream for mental the health
and addiction telehealth services. It is expected that this will include some or all of
the following activities:
OFFICIAL
• Literature review and horizons view
of the current international and New
Zealand telehealth service offerings and evidence of effectiveness
THE
• Telehealth services stocktake
(includes services available but not directly
funded by Health New Zealand)
UNDER
• Consultation to gain service user and stakeholder (clinical and healthcare
provider) insights
• Service review
of the NTS to explore the volume and demographics of
telehealth services, with a specific focus on understanding strengths and
RELEASED
areas for improvement, including insights and perspectives from service users
• Cost analysis
Next steps
13.
The review will provide advice on the future direction for telehealth and digital
services and will inform procurement planning and contracting processes for these
services from 1 July 2026. It is expected the review will be completed by December
2024. We expect to report back on progress with the review in the first quarter of the
2024/25 financial year and provide you with the opportunity for input at that time.
Aide Memoire: HNZ00037269: Digital Mental Health Supports Plans
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In Confidence
Document 2
Event Briefing
Visit to 1737 - Whakarongorau Aotearoa Telehealth Services
Due to MO:
23 May 2025
Reference
HNZ00088568
To:
Hon Matt Doocey, Minister for Mental Health
Lisa Gestro, Acting Director, Mentally Well, Planning, Funding and
From:
Outcomes, Health NZ
Copy to:
n/a
Security
In Confidence
Priority
Routine
level:
1982
Consulted:
Whakarongorau Aotearoa
ACT
Proactive
This title is proposed by Health NZ for proactive release
Release:
INFORMATION
Contact for phone discussion (if required)
Name
Position
OFFICIAL
Telephone
1st contact
Lisa Gestro
Acting Director, Men
THE tally Well,
S9(2)(a)
x
Planning, Funding and Outcomes.
Health NZ
UNDER
Philip Grady
National Director Mental Health & S9(2)(a)
Addictions Service Enhancement,
Office of the Chief Executive,
Health NZ
RELEASED
Attachments
Appendix 1: Run sheet and location map
Appendix 2:
Key attendees and biographies
Event Briefing: HNZ00088568 In Confidence
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Out of Scope
1982
ACT
INFORMATION
OFFICIAL
THE
UNDER
RELEASED
Out of Scope
Event Briefing: HNZ00088568 In Confidence
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6. Whakarongorau is funded by Health New Zealand | Te Whatu Ora (Health NZ) to deliver
the 10-year National Telehealth Service (NTS) contract. The services are free to the
public throughout New Zealand 24/7.
7. Mental health and addiction helplines delivered under the NTS include: 1737, Alcohol
Drug Helpline, Gambling Helpline, Depression Helpline, RecoveRing, and the Earlier
Mental Health Response (staffed by experienced mental health nurses who respond to
mental health-related 111 calls transferred from Police and ambulance).
8. In addition to the NTS, Whakarongorau is funded by Health NZ to provide the national
1737 Peer Support helpline, and mental health after-hours and crisis triage helpline
services in 14 of 20 districts. Health NZ is exploring options to consolidate these
contracts.
9. Since the NTS agreement was established in 2015, additional funding has been
provided to Whakarongorau for additional mental health and addiction services:
• S9(2)(j)
• S9(2)(j)
1982
ACT
• S9(2)(j)
Out of Scope
INFORMATION
OFFICIAL
THE
The 1737 Service
UNDER
12. 1737 launched in 2017 and provides 24/7 mental health and addiction brief intervention,
support, and advice by phone call, text message, email, or webchat. If required, 1737
can escalate calls to emergency services.
13. In 2024, mental health and addiction NTS helplines were contacted 132,700 times, and
RELEASED
101,000 of these contacts were to 1737. Text message was the most popular contact
channel during this period. Nearly a quarter of mental health and addiction users were
under 24 years of age.
14. Whakarongorau is looking at opportunities to enhance its capacity and capability to
support young people, including engaging and collaborating with Youthline. It is also
looking at enhancing integration with other youth-focused services.
15. Whakarongorau is reviewing the 1737 service – including looking into the changes in
service demand and the acuity of callers – to reimagine the future of the 1737 service
for the next one, three, five and 10 years. It has also recently enhanced the 1737 website
(www.1737.org.nz), aiming to improve navigation between 1737, online resources, and
mental health and addiction services.
Event Briefing: HNZ00088568 In Confidence
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16. Whakarongorau and Health NZ are exploring potential pathways between 1737
services and Integrated Primary Mental Health and Addiction (IPMHA) services, part of
the Access and Choice programme. This will help connect people contacting the 1737
service with a Health Improvement Practitioner and/or Health Coach/Community
Support Worker if their general practice has IPMHA services.
17. Whakarongorau recently commissioned a Social Return on Investment (SROI) analysis
showing that for every $1 invested into 1737, the social return is $9 - with the service
preventing approximately five suicides and 160 suicide attempts annually.
1982
ACT
INFORMATION
OFFICIAL
THE
UNDER
RELEASED
Event Briefing: HNZ00088568 In Confidence
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Out of Scope
1982
ACT
INFORMATION
OFFICIAL
THE
UNDER
RELEASED
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Out of Scope
1982
ACT
INFORMATION
OFFICIAL
THE
UNDER
RELEASED
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Out of
Scope
S9(2)(a)
S9(2)(a)
Out of Scope
S9(2)(ba)(i)
1982
ACT
INFORMATION
OFFICIAL
THE
UNDER
RELEASED
Out of Scope
In Confidence
Out of Scope
1982
ACT
INFORMATION
OFFICIAL
THE
UNDER
RELEASED
Out of Scope
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Out of Scope
ACT 1982
INFORMATION
RELEASED UNDER THE OFFICIAL
Event Briefing: HNZ00088568
In Confidence
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Document 3
In Confidence
Event Briefing
1737 Digital Hub Visit
Due to MO:
13 June 2025
Reference
HNZ00090229
To:
Hon Matt Doocey, Minister for Mental Health
From:
Lisa Gestro, Acting Director, Mentally Well, Planning, Funding and Outcomes
Copy to:
n/a
Security level:
In Confidence
Priority
Routine
Consulted:
n/a
1982
Proactive
Release:
This title is proposed by Health NZ for proactive release
ACT
Contact for phone discussion (if required)
INFORMATION
Name
Position
Telephone
1st contact
Lisa Gestro
Acting Director, Mentally Well,
S9(2)(a)
x
Planning, Funding and Outcome
OFFICIAL s
Caitlin Chester
Group Manager, Ment
THE al Health and S9(2)(a)
Wellbeing, Mentally Well, Planning
Funding and Outcomes
UNDER
Attachments
RELEASED
Appendix 1: Runsheet and location map
Appendix 2: Key attendees and biographies
Event Briefing: HNZ00090229 In Confidence
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Out of Scope
1982
ACT
INFORMATION
OFFICIAL
THE
UNDER
O
u
t
RELEASED
o
W
f
hakarongorau Aotearoa and the National Telehealth Service
S
6.
c Whakarongorau is owned by the Primary Health Care Organisations ProCare and
o
p
Pegasus Health. ProCare delivers healthcare services across the Auckland and
e
Northland districts, and Pegasus Health delivers healthcare services across
Canterbury.
7. Whakarongorau is funded by Health NZ to deliver the 10-year National Telehealth
Service (NTS) contract. The services are free to the public throughout New Zealand
24/7.
8. Mental health and addiction helplines delivered under the NTS include: 1737, Alcohol
Drug Helpline, Gambling Helpline, Depression Helpline, RecoveRing, and the Earlier
Out of Scope
In Confidence
Mental Health Response (staffed by experienced mental health nurses who respond
to mental health-related 111 calls transferred from Police and ambulance).
9. In addition to the NTS, Whakarongorau is funded by Health NZ to provide the
national 1737 Peer Support helpline, and mental health after-hours and crisis triage
helpline services in 14 of 20 districts. Health NZ is exploring options to potentially
consolidate these contracts or streamline the approach to how the services are
delivered and managed.
10. Since the NTS agreement was established in 2015, additional funding has been
provided to Whakarongorau for additional mental health and addiction services:
• S9(2)(j)
• S9(2)(j)
• S9(2)(j)
1982
Out of Scope
ACT
INFORMATION
The 1737 Service
OFFICIAL
13. 1737 launched in 2017 and provides 24/7 m
THE
ental health and addiction brief
intervention, support, and advice by phone call, text message, email, or webchat. If
required, 1737 can escalate calls to emergency services.
UNDER
14. In 2024, mental health and addiction NTS helplines were contacted 132,700 times,
and 101,000 of these contacts were to 1737. Text message was the most popular
contact channel during this period. Nearly a quarter of mental health and addiction
users were under 24 years of age.
RELEASED
15. Whakarongorau is looking at opportunities to enhance its capacity and capability to
support young people, including engaging and collaborating with Youthline. It is also
looking at enhancing integration with other youth-focused services.
16. Whakarongorau is reviewing the 1737 service – including looking into the changes in
service demand and the acuity of callers – to reimagine the future of the 1737 service
for the next one, three, five and 10 years. The 1737 future state review is complete
and Whakarongorau are finalising their findings and recommendations.
17. Whakarongorau and Health NZ are exploring potential pathways between 1737
services and Integrated Primary Mental Health and Addiction (IPMHA) services, part
of the Access and Choice programme. This wil help connect people contacting the
1737 service with a Health Improvement Practitioner and/or Health Coach/Community
Support Worker if their general practice has IPMHA services.
Event Briefing: HNZ00090229 In Confidence
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In Confidence
18. Whakarongorau recently commissioned a Social Return on Investment (SROI)
analysis showing that for every $1 invested into 1737, the social return is $9 - with the
service preventing approximately five suicides and 160 suicide attempts annually. We
have not yet received a copy of the SROI report to be able to consider its findings.
The 1737 Digital Hub
19. Whakarongorau has recently initiated phase one of the 1737 Digital Hub
(www.1737.org.nz) which is designed to improve navigation between 1737 services,
online resources, and in-person mental health and addiction support.
20. The development of the 1737 Digital Hub is informed by insights from
Whakarongorau’s Healthline website development and a Behavioural Insights report
commissioned by Whakarongorau.
21. Current updates to the 1737 Digital Hub primarily focus on enhancing website content
and improving the look-and-feel. A hyperlink to the 1737 Digital Hub is provided to
people who text 1737, allowing users to browse available support options while
1982
waiting to be connected to a 1737 team member.
22. Within the next few weeks, 1737 cal ers wil also be able to opt-in to r
ACT eceiving this
hyperlink by text. Whakarongorau are exploring future opportunities to expand the
1737 Digital Hub to further improve access to services and Health NZ wil be working
with Whakarongorau to develop a more collaborative approach for this work.
23. A coordinated and collaborative approach between Whakarongorau and Health NZ is
INFORMATION
important for the continued development of NTS technology and digital enhancements
such as the 1737 Digital Hub. This wil help to manage risks around potential
duplication and/or fragmentation, particularly regarding mental health and addiction
supports and resources.
OFFICIAL
24. There are a range of existing websites and platforms where service users can access
THE
resources and information on mental health and wellbeing, so it wil be important to
consider how the 1737 digital hub fits within this context as part of any expansion or
broader roll-out.
UNDER
Out of
Scope
S9(2)(g)(i)
RELEASED
26. S9(2)(g)(i)
27. S9(2)(g)(i)
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Out of Scope
1982
ACT
INFORMATION
OFFICIAL
THE
UNDER
RELEASED
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Out of Scope
1982
ACT
S9(2)(a)
S9(2)(a)
INFORMATION
S9(2)(ba)(i)
OFFICIAL
THE
UNDER
RELEASED
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1982
ACT
INFORMATION
OFFICIAL
THE
UNDER
RELEASED
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Document 4
Information Request
Funded telehealth services
To:
Hon Matt Doocey, Minister for Mental Health
From:
Phil Grady, Director Mental Health and Addiction Enhancements
Date:
7 November 2025
Security level: In Confidence
HNZ reference:
HNZ00103078
Purpose
This information responds to a request for information around Health New Zeal
1982 and funded
mental health and addiction telehealth services. Specifically:
ACT
• Current telehealth services that receive HNZ funding
• Volumes of contacts (e.g. calls, texts, etc) for these services for the past 12
months, broken down by region
O
INFORMATION
u
t
Current te
o
lehealth services
f
OFFICIAL
Health NZ funds
S
several mental health and addiction helpline services. They all provide free
advice, briefc intervention, risk assessment, es
THE calation (as required), and signposting to other
relevant serv
o ices and resources when appropriate, with some also providing more
specialised ipntervention. These services are summarised below based on the way that they
are commiss
e ioned: part of National Tel
UNDER ehealth Services (NTS) contract, national contract not
under NTS, and district-specific contracts not under NTS.
Over the course of the NTS, services have been developed, added, and removed where
appropriate. For example, 1737 launched in 2017 to enable multi-channel access to mental
health support, and 1737 Peer
RELEASED Support was launched in 2020 to reduce demand on 1737
and provide the caller with the choice to talk to someone with lived experience (initial y as a
NTS variation and now under a separate contract). The contract and management of some
NTS services have been transferred to other government agencies when appropriate (e.g.,
Safe to Talk sexual violence helpline transferred to MSD).
Earlier Mental Health Response (EMHR) is delivered under the NTS and allows relevant
calls to be redirected from 111 to a mental health team. Those previously referred to EMHR
team can bypass 111 and access this support directly. This service is only available via
telephone and is delivered by a team of registered mental health nurses. Al other mental
health and addiction services delivered under the NTS are available via telephone, text,
email or webchat and are delivered by a single team which include counsellors,
psychologists, social workers, addiction counsellors and people training in these professions.
Within this team, there is a dedicated team of addiction counsellors supporting only the
Alcohol Drug and Gambling helplines. Additional Alcohol Drug and Gambling helpline phone
numbers are available for Māori, Pacific People, and young people and, for Gambling
Information Request: HNZ00103078
In Confidence
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Choose an item.
helpline, a debt gambling phone number. These calls are diverted to staff within this team
that have the appropriate training and expertise.
Separately, 1737 Peer Support is funded by Health NZ and subcontracted through
Whakarongorau Aotearoa to Emerge Aotearoa Trust Group (Mind & Body) who provide
specialist lived experience workforce.
Other mental health and addiction helplines funded or part-funded by Health NZ and
delivered nationally include Youthline (young people), Meth Help (methamphetamine help),
Asian Family Services (gambling support for Asian Communities), Mapu Maia (gambling
support for Pacific Communities), and Problem Gambling Foundation (gambling support).
Opening hours vary. Youthline is available 24/7 but other services mostly operate during
business hours. Most, but not all, offer services through phone, text, email and webchat.
Asian Family Services and Mapu Maia provide support in a range of Asian and Pacific
languages, respectively.
Funding models and service delivery models for these helplines vary. For example, Health
NZ partially funds Youthline to provide clinical oversight for helpline service delivery.
Addiction providers (gambling and methamphetamine help services) are funded to deliver a
1982
package of addiction services of which helplines are one component.
ACT
Mental Health and Addiction Services Delivered under the NTS
Service
Descriptor
Earlier Mental Health
24/7 mental health triage service with various contracts across Te Whatu
Response (EMHR)
Ora localities, Police, and Ambulance Services, seeks experienced
INFORMATION
mental health clinicians.
1737 Peer Support
Provides the option for people to talk to someone with lives experience
through the 1737 line.
OFFICIAL
Is a mental health helpline number that provides access to trained
1737
counsellors w
THE ho can offer support to anyone who needs to talk about
mental health or addiction issues. It is free to cal or text at any time.
UNDER
Depression Helpline
Talk to a trained counsellor about how you are feeling or to ask
any questions
The Low down
Supports young people recognise and understand depression or anxiety
Alcohol and drug helpline
RELEASED Trained staff are able to support people needing help
Gambling helpline
Gambling Helpline is the national freephone support service for people
affected by gambling
The NTS does not cover District Mental Health Crisis Lines, which provide a 24/7 response,
assessment and urgent mental health care for people experiencing a serious mental health
crisis.
Information Request: HNZ00103078 In Confidence
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link to page 22
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Mental Health Crisis Lines
The Mental Health Crisis Lines cover 14 districts
1: • Northland (started 1 July 2017)
• Counties Manukau, (started 11 April 2017)
• Bay of Plenty (started 1 March 2022)
• Waikato (started 1 July 2017)
• Lakes (started 1 August 2019)
• Taranaki (started 1 August 2021)
• Hawkes Bay (started 16 July 2023)
1982
• Midcentral (started 1 April 2022)
ACT
• Wellington (including Capital, Coast and Hutt Valley; and Wairarapa – started 1
December 2023)
• Nelson Marlborough, and West Coast (started 1 July 2021)
INFORMATION
• Canterbury (started 1 November 2021)
• South Canterbury (started 7 May 2018)
OFFICIAL
THE
Some districts fund a 24/7 service, and others fund afterhours only. Phone lines are
automatically rediverted between the provider and the community mental health team.
Districts that do not have a Mental Health Crisis Line contract deliver this service through
their local community mental health team
UNDER . These districts are: Waitematā, Auckland,
Tairāwhiti, Whanganui, and Southern.
Each district has its own number/s to access the crisis line. However, calls wil connect to a
service even if they use the incorrect number or call from an area that not covered by a crisis
RELEASED
line contract.
Crisis lines provide tangata whai ora with mental health advice, brief intervention, risk
assessment, escalation (as required), and referral or signposting to appropriate services
depending on need and acuity. The UK mental health triage scale and the Provider’s Out of
Hours Telephone Crisis Triage Service Patient Care Pathway are used to support clinical
decision making. Risk assessments are done, and calls are escalated when necessary. The
provider works with the relevant community mental health team to provide clinical updates
and to develop management plans when required. This service is delivered by a team of
clinically qualified and registered nursing staff.
1 https://info.health.nz/websites-and-apps/our-local-health-websites
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Volumes of contacts (e.g. cal s, texts, etc) for these
services for the past 12 months, broken down by region
The following graph shows the volume of calls, texts and contacts since quarter one
2023/24. Volumes have been trending down for the past two years. It is reported that calls
are increasing in complexity and taking longer to handle. Health NZ is working with
Whakarongorau to support service growth and quality improvement, including improving
data reporting onto a dashboard to provide a more complete picture of the service and to
support trends analysis, for example to examine the relationship between staffing levels, wait
times, call complexity, and call volumes. This information is not able to be broken down by
contact type i.e. call/text.
Telehealth Volumes for NTS services
Telehealth Volumes
50000
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40000
30000
ACT
20000
100000 FY23/24 Q2 FY23/24 Q3 FY23/24 Q4 FY24/25 Q1 FY24/25 Q2 FY24/25 Q3 FY24/25 Q4 FY25/26 Q1
EMHR (Earlier Mental Health Reponse - Police and Ambulance triage)
1737 Peer Support
INFORMATION
Al other mental health and addiction services delivered in NTS
1737
S9(2)(j)
OFFICIAL
THE
UNDER
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Out of Scope
S9(2)(j)
Out of Scope
• S9(2)(g)(i)
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• S9(2)(g)(i)
INFORMATION
• S9(2)(g)(i)
OFFICIAL
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Document Outline
- 07-11-2025 - Information Request - Funded telehealth services - HNZ00103078.pdf
- 12-06-2025 - Event Briefing - 1737 Digital Hub Visit - HNZ00090229 (002).pdf
