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Emergency departments (EDs) are the primary entry point for individuals in acute mental health crisis in Australia. However, EDs are ill-suited to meet the complex needs of this population, often resulting in suboptimal outcomes. This study evaluates the impact of a novel model designed to improve crisis care coordination by integrating a transition coordinator (TC) role and the AIMS (Assessment, Intervention, Monitoring, Step-up/Step-down) framework across community mental health services, ED, and inpatient settings.

Data were collected from an Australian metropolitan public mental health service over 5 years (2020-2024). Routinely gathered TC records documented proactive identification of mental health deterioration and subsequent care pathways. Additional data from 2022 onward tracked all ED presentations by individuals receiving case management. Descriptive statistics were used to examine changes in service use and care coordination outcomes.

Over the study period, 4382 individuals were proactively flagged to the TC, with 72.6% supported in the community and 1230 admitted via direct or coordinated pathways. Coordinated admissions rose substantially, while unplanned ED presentations declined by 21.4% from 2022 to 2024. Among flagged individuals, uncoordinated admissions dropped by 66.1%. Early detection and enhanced communication across services were key contributors.

The introduction of the TC role and AIMS framework significantly improved proactive identification, reduced unplanned ED presentations, and fostered timely, coordinated crisis responses. These changes illustrate the importance of building capacity, capability, and culture to shift from reactive to proactive care.

This study demonstrates the role of structured coordination in improving outcomes for individuals experiencing mental health crises. The TC functions as a dedicated clinical bridge between community and hospital settings, facilitating earlier identification of mental health deterioration and streamlined crisis responses. Importantly, this role supports case managers in navigating logistical and systemic barriers, ensuring people received timely, appropriate care while minimizing unnecessary ED presentations. From a clinical practice perspective, the findings advocate for investment in roles and frameworks that prioritize continuity of care, shared decision-making, and person-centered pathways. The implementation of the AIMS framework offers a common clinical language across services, enhancing communication and reducing fragmentation during transitions. Clinicians are empowered to move away from a crisis-driven mindset and instead adopt a proactive stance, treating admission not as a failure but as a legitimate and therapeutic component of care when appropriately timed. The reduction in unplanned admissions not only improved patient outcomes but also relieved pressure on ED and inpatient services, suggesting benefits for both care quality and system efficiency. For clinical teams, this model underscores the value of multidisciplinary collaboration, reflective practice, and a shift in service culture that prioritizes early intervention and recovery-oriented care. These insights are especially pertinent as mental health systems seek to balance demand pressures with compassionate, effective service delivery.