What to expect

What if I need additional support?

Help will be available for you if you:

• Need disability access
• Need transport
• Need an interpreter
• Have specific sensory needs
• Don’t have access to technology

If you have any additional needs or requirements, please call the Barwon Health triage service for Mental Health, Drugs and Alcohol Services on  1300 094 187.

Where do I go for my appointment?

To find the address of your treating team, visit our locations page or call the Barwon Health triage service for Mental Health, Drugs and Alcohol Services on  1300 094 187.

What about transport/parking?

Contact our triage team on  1300 094 187 to find out the best options for transport and parking.

Can I bring a person to support me, like a family member, carer or supporter?

Having a trusted family member, carer or supporter can help with things like:

• Getting prepared for the appointment
• Transport
• Listening to the information provided in the appointment
• Asking questions or remembering/noting down what has been discussed

A family member, carer, or supporter can often give emotional and practical support. This is your choice - it is not essential; however, many people find this helpful.

How can I be sure about feeling and being safe?

We take your personal safety very seriously at Barwon Health and are committed to ongoing improvements in the quality and safety of our service. It is of the highest importance that you are feeling safe and that you are safe.

If you feel unsafe for any reason or you are not safe when receiving care at Barwon Health, it is essential that you tell a person you can trust about how you are feeling and what has happened. You can speak to the manager of the service you are attending about your concerns. Otherwise, you can contact the Barwon Health Consumer Liaison Office, which manages compliments, complaints or general feedback about the service.

Barwon Health Consumer Liaison Office: Ph. (03) 4215 1251 or email This email address is being protected from spambots. You need JavaScript enabled to view it.

Another option is to contact the Mental Health Complaints Commissioner on 1800 246 054, Monday-Friday 9am-5pm. You can also complete an online complaint form or email This email address is being protected from spambots. You need JavaScript enabled to view it..

Barwon Health would like to assure you that your care will not be impacted in any way if you make a complaint. 

What will happen at the first appointment?

Your first appointment with us may be a planned appointment, or may be unplanned or urgent, depending on your situation.

You will be seen by a trained mental health and/or alcohol and other drugs clinician who will ask some questions to help get a full understanding of your situation. You may also be seen by a doctor (psychiatrist or psychiatric registrar) for an assessment, which could include blood tests or other medical tests.

The mental health and/or alcohol and other drugs clinician may ask for your consent to speak to someone close to you – a family member, carer or supporter to understand more about what’s been happening.

Initial treatment

Following the initial assessment, the mental health and/or alcohol and other drugs clinician will provide you with information and recommend treatment options that might be most helpful to you. Options will vary depending on your personal needs and what you already know works best for you. Medication may also be suggested.

Sometimes a stay in the hospital inpatient unit is encouraged or may be needed to begin treatment. Generally, this is in situations when you can't care for yourself or when there's a high risk to your health and safety, or that of others.

For many people, treatment can be started in the community, with the involvement of your GP, and if required, the input of mental health/alcohol and other drug services from the community, a private psychiatrist and/or other support people.

What should I bring to my first appointment?

At your first visit, it can be helpful if you bring the following items:

• Medicare card
• Health care/pension concession card (if you have one)
• A list of current medications or packaging of your medications
• Any medical referral letters or other information that is relevant
• Any comfort or sensory supports that help you (stress ball/fidget support, music-headphones, soft toy/blanket, water bottle)
• You may want to bring a list of any questions you would like to ask at the appointment.
• It can also be helpful to write (or to have someone help you) write down a brief summary of your story using dot points to help you remember important events or changes.

Who will be helping me?

You will speak to a trained mental health and/or alcohol and other drugs clinician from Barwon Health.

Your clinical care team could include psychiatrists, psychologists, mental health nurses, social workers, and occupational therapists. There may also be peer workers who can support you based on their own living experience of mental health and/or drug and alcohol challenges.

Will I have the same person helping me each time?

The care team at Barwon Health works together to help provide you with the support you need.

You will not always have the same mental health/alcohol and other drugs clinician; however, we will do our best to keep things as consistent as possible.

Are there costs?

• Costs can vary
• Check with your treatment team
• Medicare and pension concession card/ health care card rebates may apply; however, there may be a gap fee

What if I am unable to attend my appointment?

If you are unable to attend your appointment, it is important to let your treatment team know that you can’t make it.

This means that someone else needing an appointment can use this time.

The earlier you can let them know, the better.

If you don't have the contact number for your treating team, you can look under the contact section of this website.

You can also contact Barwon Health's triage service for Mental Health, Drugs and Alcohol Services on 1300 094 187  and they can pass on a message for you.