Change Management

Presented by Noel Clark, CEOCarlsbad Mental Health CenterCarlsbad, NM 88220noel@cmhcnm.com505-401-7527

CHANGE MANAGEMENT

A Commitment from the Board to support the initiativeCommitment by middle and senior Managers to work for and represent the organization NOT their unit, program, or staffA Commitment by Clinical Leadership to embrace and integrate an expanded definition and scope of Quality ServicesA shared understanding at all levels of management of both the clinical and administrative performance expectations2Groundwork for ChangeMoving from knee jerk to data driven decision makingSkill set of clinicians and other service providersFrom Big Chief Tablet & CrayonTo Pixels & KeyboardsUnderstanding the complexities of the data set and creating valuable informationBOD & Mgt Team buy in Get on the BusLack of Structured Supervision based on data/information3334All Aboard!

Action board or feel good board?Corporate style vs. Traditional NP StyleRecruit Passionate & Powerful PeopleBoard Training/Dynamic AwarenessCommitment of BoardCorporate ResolutionThe Culture of the BOD must change before the culture of the agency can change5Is The Board on Board?I didnt get into this business to chase the dollarI thought CMHC was a non profit companyAll you care about is moneyI know my caseload and you wont tell me how long to see MY clientsIf I discharge my client I wont be here when he needs usI wont work for a company thats more focused on money than people

6Do These Comments Sound Familiar?RESOLVED, that it is in the best interest of this Corporation for our Chief Executive Officer to develop practice management policies and procedures designed to maximize the efficiency of operations and the productivity of staff. All aspects of management are designed to: To Enhance, Change and Save Lives.Direct service professionals are expected to achieve quarterly and annual billing productivity equal to 65 percent of their full-time equivalency. The No-Show/Cancel rate of scheduled appointments exceed 15 percent monthly, quarterly or annually.All Human Resource Management, supervision and training is designed to maximize employee satisfaction, productivity and efficiency.Collecting client fees, when the customer has the demonstrated and verified ability to invest in his/her Recovery, is expected for all customers.Team leaders and management staff our Chief Executive Officer selects to lead this Corporation owe their professional loyalty to this Corporation. Providing premier customer is the minimum expectation of every function of every job. A centralized appointment schedule that extends face-to-face access to a Master's level behavioral health professional to each customer the day they request services and the 2nd contact within 10 calendar days.Ongoing monitoring of the training, mentoring and coaching needs of the employees.To address identified training, mentoring and coaching these needs through a formal, documented supervision process. Professional Human Resource Management and communicate all performance expectations to each employee and to evaluate performance based on these stated expectations. To increase employee retention, employee salaries and benefits for those employees of this Corporation who have assimilated to the culture of this Corporation.To create a Corporate Culture that is eager to learn, capable of change and loyal to this Corporation.

In the current marketplace, the awareness that change is constant does not guarantee survival. Being Change Capable suggests we must be able to adapt to new directions (ACA) and new product lines (Mental Health Parity) without the need to revise operations, training and supervision models.Change Capable

Rapid Cycle Change PlanDefine BenchmarksDevelop a TimelineIdentification of training, staffing and communicationsIdentification of AccountabilityOutlines Performance StandardsIncorporates Evaluation Process

Whats The Plan?

10Carlsbad: Rapid Cycle Change Plan

Operational Based Action Work Plan to Implement Good Ideas

11Access Goals no appointments for intakesProductivity hours billed & documentation complianceNo Shows for 2nd appointmentsBackfilling appointmentsCase Completion goalsMonthly reporting

Practice Expectations Customer Engagement StandardsSecond clinical appointmentFirst medical appointmentMonthly reportingSupervision & Coaching to standards Monitor PerformanceDays to Access Data DrivenSame Day Access Data Driven Vision 30,000 feetManagement 20,000 feetSupervision 10,000 feetDelivery Ground Level Vision, Management & SupervisionDifferent Views of the HorizonThis concludes this presentation. Your questions are appreciated.Comments & Questions