24/7 Mental Health Phone Support

Our 24/7 Mental Health Phone Support is staffed by qualified and experienced Medibank mental health professionals who are trained to help with your mental health queries and questions and can also offer guidance on how you can seek further support. The team come from different health backgrounds including psychology, mental health nursing, occupational therapy and social work.

Mental health is deeply personal and as such, people call our service for a range of reasons. These include concerns around feeling anxious, stressed, depressed or problems with alcohol or drug use. Some people call on behalf of others, for advice on how they may be able to help a loved one who is dealing with mental health issues. Whatever your reason for reaching out, our team is here to support you, help you understand your options and provide you with advice and information.

Every call is different and our mental health professional is there to listen to you. They’ll usually start by talking to you about why you’re calling the service. Then, they’ll guide you through a series of questions to help them talk you through your options, provide support or help you find relevant additional services or support*. If you need, they’ll also call you back for a follow up to see how you are. 

It’s not unusual to feel nervous when talking to someone about what is going on for you or a loved one. We understand some things can be hard to talk about, but the more information you’re willing to give, the more our team will be able to help you work through these concerns.  Sometimes, it helps to write down some of the points you want to talk about. Here are some common topics that may be discussed:

• How long you’ve been feeling like this for
• Why you may be feeling like this
• If you’ve had any mental health issues before
• Whether you’re in a crisis or worried about the safety of yourself or someone else
• Any barriers or problems you may have about seeking support
• If you’re using drugs or alcohol

Yes, as long as you are a Medibank member with hospital cover* we can support you in supporting someone else. We often have callers wanting to talk to us about a child, a partner or other loved ones. We can help you understand what is going on and help you work out next steps.

Yes, the service is confidential. However, in the event of an emergency, we may need to provide your details to emergency services so they can reach you and provide extra support.

Your personal (including sensitive) information will be handled in accordance with the Medibank Private Group privacy policy. We encourage you to view our privacy policy online or you can request a copy from the mental health professional you speak with.

On occasion, we conduct surveys with members who have contacted the service, so we can make improvements based on their feedback (details will be provided to a 3rd party). If you do not wish to complete a survey, please let our team know.

No, we require your Medibank number and some key information from you such as your name, date of birth and address. Please note, we ask for your Medibank number to ensure you’re eligible for the service. The mental health professional will not discuss your policy or make any changes to your policy.

Yes, your calls will be recorded unless you notify the Medibank mental health professional otherwise.

There are times when you may have to wait to access this service. If you’re in crisis, please hang up and call Lifeline on 13 11 14 or 000 if it’s an emergency.