ADCARE OUTPATIENT SERVICES of WORCESTER
12
ADCARE OUTPATIENT SERVICES of WORCESTER Support for This Project Was Provided by NIATx Through a Grant From the National Institute on Drug Abuse.
-
Upload
shelby-singleton -
Category
Documents
-
view
28 -
download
4
description
Support for This Project Was Provided by NIATx Through a Grant From the National Institute on Drug Abuse. ADCARE OUTPATIENT SERVICES of WORCESTER. Evaluating same day service – How did AdCare Hospital do it?. Jane Jolly Director of Outpatient Operations Jack Marhoney - PowerPoint PPT Presentation
Transcript of ADCARE OUTPATIENT SERVICES of WORCESTER
ADCARE OUTPATIENT SERVICES of WORCESTER
Support for This Project Was Provided by NIATx Through a Grant From the National Institute on Drug
Abuse.
Evaluating same day service – How did AdCare Hospital do it?
Jane JollyDirector of Outpatient Operations
Jack MarhoneyCommunity Service Representative
AdCare Hospital of Worcester
Worcester, Massachusetts
AIM (Our Field of Dreams)
• Respond quickly to request for help.
• Decrease wait time to appointment.
• Increase show rates to assessments.
• Increase new patient volume.
How We Planned To Do This• The 5 key principles• A multi-disciplinary team• A systematic approach1. Define the problem 2. Generate solutions 3. Implement solutions4. Evaluate solutions5. Repeat the four steps above
until the problem is solved
The Key Principles
• Understand the patient
• Keep the CEO happy
• Pick a strong change leader
• Be innovative• Test the results
What We KnewShow Rates in Relation to Wait Time
0
20
40
60
80
100
1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20 21 22
Days From Call To Appointment
Perce
nt Cl
ients
That
Show
What We Wanted• Same day service helps
an organization to…• Respond immediately to
clients who are seeking treatment.
• Increase client participation in treatment.
• Eliminate no-shows with walk-in hours.
The Team And Their Ideas• Brainstorming (NGT).• Maximize access by
redesigning systems to offer open access.
• Redeploy clinical staff.• Streamline scheduling.• Reduce paperwork.• Automate system.
RESULTS (Study)
0
10
20
30
40
50
60
70
80
90
Wait Time Show Rate
Pre
Post
Pre Post
Wait Time
(days)7.67 1.37
Show Rate 63% 85%
The Business Case
Pre Post
Intakes 157 207
Units of Service
3080 3519
Increase Revenue
$$$$ 14%0
50
100
150
200
250
300
350
400
Intakes Units
Pre
Post
NEXT STEPS (Act)
• Measured conversions from assessment to treatment.
• Re-captured clients that do not convert from assessment.
•35% did not show for first session.
•Created tracking system and re-engaged 75% of clients.
•2200 additional units of service.
You May Not Always Get It Right the First Time
•Increased business
•Made CFO happy
•Positive ripple effect for patient, their families and the community at large.
WIN WIN FOR ALL INVOLVED!!!
