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Info-Santé CLSC: Pilot Project for Telephone Intervention in the Area of Mental Health (QC430)

Recipient: Centre hospitalier Pierre-Janet; CLSC de Hull; Université du Québec à Hull

Contribution: $ 225,143.00

This project resulted in the development of 28 protocols to assist nurses answering a telephone help-line (Info-santé) to respond to callers with mental health concerns. The protocols addressed a variety of problems for a diverse clientele. Nurses received two days of training, and both the training and the protocols were well received. However, although nurses were able to answer most health-related questions, they felt ill-equipped in regard to mental health because their training was found to be too general and did not cover the specific problems they encountered. The researchers note that two days of training is insufficient and that it should be followed by supervision over three months to allow nurses to integrate theory into their practice. Both the protocols (in English and French) and the training are available to other CLSCs. The authors note that a telephone call to a nurse costs about one fifth of the cost of a visit to the emergency department.

Fact Sheet


This project was supported by the Health Transition Fund, which was created in 1997 to provide support for evidence-based decision-making in health care reform by supporting pilot and evaluation projects which test innovative approaches to health care delivery. The views expressed herein do no necessarily represent the official policy of federal, provincial, or territorial governments.


Last Modified: 2005-08-29