eMHIC Global Webinar: Managing Complex Situations: Coordinated Care Strategies in e-Mental Health Services

Description

Frequent and complex callers to telehealth services present unique challenges, requiring innovative approaches to ensure effective care delivery. This webinar delves into the advanced strategies developed by the Whakarongorau Aotearoa // New Zealand Telehealth Services Coordinated Care Team, made possible through the capabilities of Valentia Technologies’ Spectrum Telehealth Platform. Valentia’s Spectrum Telehealth System comprehensive suite of tools has been pivotal in addressing the unmet needs of these service users while providing critical support to frontline staff.

The Whakarongorau Coordinated Care Team provided enhanced support to Whakarongorau telehealth service users whose needs were unmet through standard service offerings. This work and its impact received a Highly Commended award at the 2024 TheMHS Learning Network Mental Health Awards of Australia and New Zealand.

Spectrum Telehealth System has enabled the creation of tailored support plans and effective collaboration among stakeholders. The platform’s ability to manage high-frequency calls and integrate multi-channel communication ensures that Whakarongorau service users receive individualised care while optimising system capacity.

Drawing on insights from years of service and research, this session will demonstrate how practical techniques implemented by Whakarongorau—underpinned by Spectrum’s robust infrastructure—have transformed care delivery for complex callers.

Webinar attendees will gain actionable knowledge on leveraging coordinated care to navigate high call volumes and complexity, fostering a sustainable, empathetic, and efficient telehealth environment.

Key Discusssion Points:

Exploring how the Whakarongorau Coordinated Care Team developed enhanced support for frequent and complex callers whose needs were not met through standard service offerings, showcasing a blend of clinical innovation and strategic planning.
How Spectrum Telehealth System supports the implementation of tailored support plans and facilitates collaboration among stakeholders, ensuring individualised care delivery for complex cases.
The use of data and analytics to inform care strategies, enabling evidence-based decision-making and improving outcomes for high-frequency callers through actionable insights.
Strategies for balancing caller needs with system capacity, leveraging technology and clinical processes to ensure sustainable and efficient telehealth services.
How integrating communication channels enhances the experience for service users and supports the clinical workflow, ensuring seamless interactions and follow-ups.
Highlighting the clinical and systemic impact of coordinated care strategies, recognised by the Highly Commended award at the 2024 TheMHS Mental Health Awards, and the lessons learned from years of research and practice.

Andrew Greenshaw
Webinar MC
eMHIC

Dr. Andy Greenshaw is a Professor of Psychiatry and Neuroscience at the University of Alberta and a Fellow of the Royal Society of Arts. With extensive training in Europe and Canada, he has led key initiatives in mental health, including serving as Co-Chair of the Alberta Addictions and Mental Health Research Partnership Committee and as Research Director for the APEC Digital Hub for Best Practices in Mental Health.

His work focuses on AI-driven prediction of mental health diagnoses and treatment outcomes. A sought-after speaker, he has contributed to global discussions on AI in mental health, post-traumatic stress injury research, and digital mental health innovations like the Text4Hope project.

Malik Rizwan
Senior Telehealth Specialist
Valentia Technologies
NEW ZEALAND

Malik Rizwan is a Product Owner and Senior Telehealth Specialist at Valentia Technologies, where he leads the design and delivery of digital platforms that support integrated health and social care. With years of experience in digital health innovation, Malik works closely with national service providers to co-develop solutions that improve access, coordination, and outcomes—particularly for mental health and urgent care.

He played a key role in enabling some mission critical services through Octans Care, a digital connected care hub designed to help individuals navigate and access the right support at the right time. Malik’s focus is on building scalable infrastructure that works in the real world, blending technology with service strategy to deliver results for both clients and providers.

His work spans AI, care navigation, cloud infrastructure, and conversational interfaces—always with a focus on equity, inclusion, and end-user experience. Malik is also exploring how new digital pathways, including self-assessment and multi-channel engagement, can enhance mental health care and reduce pressure on frontline systems.

Sharon Moore
Clinical Psychologist, Clinical Manager
Whakarongorau

Dr Sharon Moore is a Clinical Psychologist/ Clinical Manager, Coordinated Care Lead and former Service Delivery Manager of the Whakarongorau Coordinated Care Team (CCT), a small specialist team that provided tailored clinical support to service users with unmet or more complex psychosocial needs. The CCT worked alongside and supported staff and service users who contacted Whakarongorau-run telehealth services. Those 38 services included Healthline, 1737 Need to talk, Safe to talk, and peer support line.

Stasha Rmandic
Head of Analytics and Insights
Whakarongorau

Stasha Rmandic is the Head of Analytics and Insights at Whakarongorau and leads the team who are responsible for data, reporting, analytics and insights processes. With a strong background in healthcare data and analytics, Stasha is passionate about leveraging insights to enhance service user experiences and address health inequities.

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