NewAccess – FAQs

Program background and support

1. What is NewAccess?

   NewAccess is a free mental health coaching program, designed to provide you with easily accessible, quality services when you are struggling to manage life stress.

2. Why was NewAccess introduced?

   Three million Australians live with anxiety and/or depression, many of whom are not accessing support.  There are limited options for people to access support other than going to see their GP and getting a mental health plan. In addition, mental health services are inundated supporting individuals with more complex requirements.

   Because of this, Beyond Blue undertook a global search for effective and proven approaches to this problem. NewAccess was developed for people in Australia and based on the successful IAPT program that is delivered nationwide by the NHS in the UK. 

3. What is the program based on?

   NewAccess is based on a successful evidence-based service of care known as Improving Access to Psychological Therapies (IAPT). NewAccess has been developed for people in Australia from the IAPT program which is delivered nationwide by the NHS in the UK. 

   The program is the result of 10+ years in development and testing. It was independently evaluated and proven to help people with mild to moderate anxiety or depression.

4. How many people have done the program?

   Since 2013 the program has supported more than 10,600 people in Australia. 

   The numbers continue to grow as the service expands and awareness increases. More people are realising this free practical service is an easily accessible solution that can help them manage the way they think and get back on track. 

5. How is the program funded?

   NewAccess is funded by the Commonwealth Department of Health via Primary Health Networks (PHNs).

   The Australian Government funds 31 Primary Health Networks (PHNs) across the country. A PHN is an independent organisation tasked with the responsibility of tailoring and commissioning health services to meet local community needs.

6. Does Beyond Blue fund the program?

   Beyond Blue does not fund the provision of the service within your local community. Service delivery is currently funded by your local Primary Health Network. Beyond Blue does however, fund program support including governance, program marketing and consultation.

7. What is Beyond Blue’s role in this program?

After 10+ years of research and development including a three-year pilot of the service, today Beyond Blue provides structured guidance to both Primary Health Networks and their chosen service providers in ensuring the successful implementation of NewAccess.

Details about the program

Will I still be able to use the NewAccess program during the coronavirus outbreak?

During the Coronavirus (COVID-19) pandemic, our providers will continue to offer coaching via video or audio call. Please be sure to check with your provider directly to find out what options are available. As usual you don’t need a doctor’s referral to access this service and you can make an appointment and talk to your coach from the comfort of your home.

How suitable is NewAccess to support people during the coronavirus outbreak?

These are difficult and unsettling times, and we know many people will rely on NewAccess for support. We hope it can help in the following way:

• NewAccess is run by phone or video chat and has been proven to be effective when delivered this way.
• NewAccess provides proven treatment to help manage feelings of uncertainty and distress that can be caused by the media coverage
• You don’t need to visit your GP or get a mental health treatment plan to use NewAccess.
• There are many ways to contact our NewAccess Coaches, and you don’t need a referral.
• Our Coaches are trained to assess your circumstances and find if NewAccess is the right service for your needs. If not, they can help connect you with the service that will be best for you.
• NewAccess links you to someone you can see and speak to in real time, an important connection for many people right now. They become your Coach and you meet with them weekly on the phone or on video chat, for up to six weeks.
• NewAccess is designed to give people strategies for managing their own worries and distress. It gives you tools to manage any future issues that may come up.

1. How does the program work?

   NewAccess is different to other counselling services you might have experienced. It uses Low-intensity Cognitive Behavioural Therapy that allows us to recognise the way we think, act and feel. Instead of a counsellor, you have a Coach to help you work through an individual plan that you develop together.  

   Initial assessment – up to 60 minutes

   • This is when you talk through your challenges and choose one or two issues to focus on. You develop a problem statement which summarises the issues you want to overcome and how you plan to do this.
   • During the assessment, if your needs are more complex, you will be referred to a more appropriate service.

   Up to five sessions with your NewAccess coach – 30 minutes weekly

   • Over these sessions you’ll work with your NewAccess coach on a program tailored to you and work through your problem statement.
   • You will be given homework tasks to complete which are important for your growth as you move through the sessions.

   Throughout the six weeks your progress is reviewed at each session. This ensures you receive an appropriate level of care. If the program doesn't work for you, you will be directed to a more appropriate service.

2. How long is each session?

   Your first appointment is normally up to 60 minutes with subsequent sessions up to 30 minutes.

3. How much does it cost?

   Nothing. It’s free.

4. What type of training and support do the NewAccess Coaches receive?

   NewAccess Coaches are trained in Low-intensity Cognitive Behavioural Therapy. This is a structured, evidence-based treatment that allows you to recognise the way you think, act and feel.

   The Coaches undertake 12-months of training, starting with a six-week intensive that then moves to practical learning which involves managing clients and an ongoing curriculum under clinical supervision.

   This training was tested in the Beyond Blue 2013-16 NewAccess pilot and is used across the many NewAccess sites across Australia.

5. How do I become a NewAccess Coach?

   If NewAccess is available in your region, you can get in touch with the provider directly to find out if there are any coaching opportunities available. If it’s not available, you can email newaccess@beyondblue.org.au so we can keep your details on file and let you know if the program becomes available in your region. You can find out if NewAccess is offered in your region by searching your postcode here.

   The training is intensive and conducted over a 12-month period with a strict clinical supervision framework in place (NewAccess Coaches do not require a background in mental health). The NewAccess Coach training provider delivers a program which includes academic and practical competencies, measured as pass and fail. Training comprises the following elements:

   • Six weeks full-time intensive training
   • Two weeks onsite clinical supervision post initial training and local shadowing
   • Ongoing training once a month for five months

   Delivery is a mixture of in-person and remote, and includes:

   • Face to face and online training
   • Group activities such as role playing
   • Strong focus on experiential learning and competency assessment.
6. What’s different about Low Intensity CBT vs other counselling programs?

   NewAccess is different to other counselling services you might have experienced. Low-intensity CBT allows you to recognise the way you think, act and feel. Instead of a counsellor, you have a Coach to help you work through an individual plan that you develop together.

   Over six focused sessions you will work with your Coach to develop practical strategies that focus on the key issue discussed in your first session.

   A unique feature of NewAccess is the monitoring of outcome measures (using clinical tools) at each session. This allows you to see how you’re progressing towards recovery. 

7. Why would I see a Coach when I could see a psychologist?

   NewAccess aims to remove some of the barriers that typically stop people from seeking support. You don’t need a GP referral or Mental Health Plan to access the program and it’s free. Available in person, by phone or video call, the program is easy to access without long delays.  

   NewAccess is proven, evidence based and independently evaluated.

   The great thing about NewAccess is that it’s designed to complement existing mental health services, not compete. Currently about 70% of people who go through the program recover, but if your Coach can see you’re not benefiting from the program, you will be referred to a higher intensity support such as a psychologist.

8. Is this just another online program that I have to do by myself?

   No. One of the great things about NewAccess is that you work with your Coach each week, either in person, over the phone or video call.

9. Is the service confidential?

   Yes, the service is confidential.

10. Can I bring someone with me to sit in on the assessment/session?

Yes, however NewAccess does not provide relationship counselling. If you would feel more comfortable having someone else join you please let us know when you book your appointment.

Program effectiveness

1. How do I know it works?

   The program continues to deliver recovery rates of 60-70 per cent.

   If you want to learn more about the program evaluation, read Ernst & Young’s independent evaluation report completed after the pilot. 

2. What does ‘recovery’ mean?

   Recovery is based on how you are feeling which is measured using proven tools. You are  considered to have recovered when your measures improve and are ready to conclude treatment.

3. Why six sessions? How do you know six is enough?

   On average most people find they need about 5 sessions. If six sessions aren't enough, your Coach can refer you to an additional service.

4. What happens if I don’t feel better after six sessions?

Your progress is monitored each week. If you’re not improving you will be supported to see your GP who can put you onto a different service.

Accessing the program

1. Is there a service near me?

   Services are available in ACT, NSW, QLD and VIC. Locations and ages are on the Contact a Coach page.

2. I’m under 18. Can I access the service?

   Yes, in some of our NewAccess centres the program is available to people 12+ or 16+. 

   Locations and ages are on the Contact a Coach page.

3. Am I eligible for NewAccess?

   You are eligible for NewAccess if you:

   • live in an area that delivers the NewAccess program
   • you’re the correct age for your region (some regions service 12+, 16+ or 18+).

   Unfortunately, you will not able to use the service if you are;

   • currently seeing a psychologist or psychiatrist
   • dealing with severe/complex presentations.

   Sometimes it’s not evident until the initial assessment if a person is not suitable for NewAccess. If your symptoms or condition is found to be too severe or not suitable, you will be referred to a more appropriate service. 

4. Is the program right for me?

   NewAccess is a great starting point if you would like support for your mental health. 

   Things such as work or study stress, living arrangements, relationship issues, health or financial concerns can all affect our lives, sometimes causing us to feel stressed, anxious, unable to concentrate or sleep. If this is the case for you, then consider NewAccess. 

   It’s important to act early before symptoms become severe and overwhelming. 

5. Can the Coaches do home visits?

   No, appointments are not conducted at a person's home.  Due to the current Coronavirus pandemic appointments can either be over the phone or via video call.    

6. Why is NewAccess not in my area?

   Unfortunately, NewAccess is not funded nationally. Because of this, it’s only available in areas where the Primary Health Network in your region has chosen to provide the service. 

   If you would like NewAccess to be available in your area, please contact your Primary Health Network to discuss. Visit the PHN website to view their location map and contact details. 

7. Do I need a doctor’s referral for NewAccess?

   No, you can contact the service yourself and book into the program without a referral.

   A GP or health professional can also refer you to the service, but this step is not compulsory.

8. How long do I have to wait for an appointment?

   Typically, you will be contacted within two business days of your enquiry and your first appointment can be within a week.