ADCARE OUTPATIENT SERVICES of WORCESTER
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Transcript of ADCARE OUTPATIENT SERVICES of WORCESTER
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ADCARE OUTPATIENT SERVICES of WORCESTER
Support for This Project Was Provided by NIATx Through a Grant From the National Institute on Drug
Abuse.
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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
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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.
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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
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The Key Principles
• Understand the patient
• Keep the CEO happy
• Pick a strong change leader
• Be innovative• Test the results
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What We KnewShow Rates in Relation to Wait Time
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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.
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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.
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RESULTS (Study)
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Wait Time Show Rate
Pre
Post
Pre Post
Wait Time
(days)7.67 1.37
Show Rate 63% 85%
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The Business Case
Pre Post
Intakes 157 207
Units of Service
3080 3519
Increase Revenue
$$$$ 14%0
50
100
150
200
250
300
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400
Intakes Units
Pre
Post
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NEXT STEPS (Act)
• Measured conversions from assessment to treatment.
• Re-captured clients that do not convert from assessment.
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•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
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•Increased business
•Made CFO happy
•Positive ripple effect for patient, their families and the community at large.
WIN WIN FOR ALL INVOLVED!!!