Evaluation of the triage system in a mental health clinic

Abstract

This study qualitatively examined participants’ experiences of a triage system in a private outpatient mental health clinic. Given the increasing demand for mental health services and the need for efficient allocation of care, the study aimed to explore the functioning, perceived usefulness, and acceptability of the triage process. Semi-structured interviews were conducted with five staff members (psychologists, psychotherapists, and a triage coordinator) and two patients who had completed the intake process. Data were analyzed using inductive thematic analysis. Findings indicate that a structured triage system  (incorporating an online intake form, standardized assessments, and coordinated allocation) facilitates timely access to care, enhances therapist preparedness, and improves transparency in patient assignment. At the same time, participants highlighted key tensions, particularly between standardization and individualization, as well as the potential influence of pre-session information on clinical judgment. Communication processes, waiting times, and ethical considerations, especially data protection, emerged as central factors shaping participants’ experiences.

Although the system was generally perceived as useful and acceptable, the findings are based on a small and context-specific sample and should therefore be interpreted with caution. Overall, the study suggests that triage systems can contribute meaningfully to outpatient mental health care when implemented flexibly, supported by clear communication, and complemented by clinical judgment. Further research is needed to examine long-term effectiveness, scalability, and broader applicability across settings.