The Northern Queensland Primary Health Network officially launched the Request for Tender on 9 October 2025 for the establishment of the Mackay Medicare Mental Health Centre, marking a major milestone in improving access to mental health care across the wider Mackay region.
To meet growing demand for mental health support, the Mackay location will join a cohort of centres being rolled out across northern Queensland offering free, walk-in support through a culturally safe, holistic, and multi-disciplinary team approach.
The centres will provide early intervention, evidence-based care, and immediate, in-house assessment and support for people experiencing emotional distress or mental health challenges.
An online market briefing session will be available at 9am-10.30am on Thursday 23 October, to support applicants through the tender process and to provide information on the service model, upcoming funding opportunities, and the grant process.
From March-July 2025, NQPHN led a consultation and codesign process for the delivery and design of the centre, engaging over 350 stakeholders and service providers, including providers in mental health, housing and homelessness, drug and alcohol sectors, people with lived experience, carers, community members, government agency staff, and emergency relief agencies.
The three-month process addressed the current experience of why and how people seek support across the region, what was working and not working during times when people required help, service model options, the location of the service, the arrival experience, and the optimal consumer journey.
Codesign and consultation feedback
Participants stated that a central, visible location near existing infrastructure would be preferable, as well as access to free parking, and public transport.
The centre should also be a welcoming, non-clinical environment with comfortable seating, soothing colours, and indoor plants; automatic doors; access to private rooms and ‘zones’ such as safe spaces; a large room for group programs; access to telehealth and online support; and a non-intimidating and trauma-informed security presence.
Participant feedback revealed that while those in emotional distress or at a heightened risk of suicide in Mackay were reaching to resources such as the emergency department, Safe Harbour, family and friends, 000, or GPs, they were often being redirected to other places – prolonging immediate response, causing them to re-tell their story, and highlighting a need for a service with a more holistic model of care.
There were calls for specific needs and cultures to be considered through the service, including providing specific care for population groups such as First Nations peoples; South Sea Islander peoples; people experiencing domestic violence; people experiencing grief, loss, relationship breakdowns, or financial stress; and for families, carers, and children impacted by parental mental health.
Another prominent takeaway from the feedback was that participants felt stigma was still a concern and issue for the region, creating a barrier for support and reaching out in a time of need out of fear of gossip, risk of employment, self-stigma, judgment, and confidentiality concerns.
One participant said they were “white knuckling it” to get through and avoid repercussions of socialised stigma, with the perception of being “weak” if they were to reach out for help.
It was also conveyed by some participants that they did not believe certain precursors to their emotional distress were mental health related.
“I don’t know what I need, but I know I need help,” one participant said.
The Mackay Medicare Mental Health Centre will support people who are experiencing overwhelming situational distress; people with mental health concerns, particularly those who feel isolated or unsure of the root cause of their distress; people with co-occurring issues such as substance use; and people supporting loved ones seeking care.
The centre will be accessible outside of normal business hours, including at weekends, and will not duplicate existing service offerings in Mackay.
The centre will provide real-time answers and not just referrals, and resources to manage complex needs, telehealth, and ongoing support.
There will also be no geographical restrictions on who can access the centre, and it is expected that it will support smooth transitions and connections for people back to their communities, including links to ongoing services where needed.
Tender applications close Monday 10 November at 10am.
Interested applicants can find out more about the Mackay Medicare Mental Health Centre and the tender process here.
Key findings for the Mackay HHS region include:
- Mental health-related emergency department (MHED) presentations increased by 12.4% between 2018-19 and 2023-24
- Between 2024-25 and 2029-30, National Mental Health Service Planning Framework (NMHSPF) demand for severe mental illness is projected to grow by 7.4%
- There is also expected to be a 7.1% growth in demand from those residents who require services for mild and moderate mental health issues
- 45 per cent of residents drink in ways that increase the risk of alcohol-related disease or injury, and 17 per cent smoke daily.