Three sites providing services to adults and adolescents:

OxnardSimi ValleyVenturaTotal population served approximates 500 clients

on any given month.

• Executive Sponsor-Patrick Zarate, Division Manager

• Change Leader- Kathy Mulford, CA III

• Change Team-

David Hagerty, ADTS II

Patty Dudley, OA III

• Objective: Decrease the number of client no shows to adolescent groups from 41% to 35%

• Plan: 1st - Contact clients the day after missing a

group to invite them to the next group.2nd - Re-assign clients to groups maximizing

the therapeutic benefit3rd - Call all clients the day of their group as a

reminder

• Aug - Oct 2008: 41% no showsBaseline data

• 1st Change:Jan 2009: 43% no show rateFeb 2009: 41% no show rate

No notable change

• 2nd Change:Mar 2009: 31% no show rate

Decrease is no shows from 41% to 31%

• 3rd Change:Apr 2009 – 22% Dec 2009 – 31%May 2009 – 21% Jan 2010 – 22%Jun 2009 – 23% Feb 2010 – 17%Jul 2009 – 27% Mar 2010 – 15%Aug 2009 – 30% Apr 2010 – 28%Sep 2009 – 19% May 2010 – 35%Oct 2009 – 27% Jun 2010 – 21%Nov 2009 – 24% Jul 2010 – 22%

Significant decrease in no shows was realized. No shows have been at or below goal of 35% for over 1 year.

• Calling the clients after they missed a group had no notable effect on the no show rate after 2 months.

• Re-assigning the clients to groups based on maximizing the therapeutic benefit did decrease the no show rate over the following month.

• When all clients were called the day of their group, a significant drop occurred in the no show rate, which has been maintained over a 16 month period. Though there have been ups and downs the original goal of 35% has never been exceeded.

• Over the past 16 months the average no show rate has been 24%.

• Executive Sponsor-Patrick Zarate, Division Manager

• Change Leader- Colleen Kelly, CAIII

• Change Team-

Linda Johnson, ADTS II

Samantha McNeely, OA III

• Objective: Decrease the number of client no shows to adolescent groups by 15%.

• Plan: 1st – To call clients who were a N.S. for group

to say they were missed and remind them of next group

2nd – Use a portion of group time to discuss the importance of regular attendance and inquire why they are not attending

3rd - Call all clients the day of their group as a reminder

• November 2008: 31% no showsBaseline data

• 1st Change:Dec 2008: 19% no show rateJan 2009: 25% no show rate

Average no show rate of 22%

• 2nd Change:Feb 2009: 19% no show rate

Decrease is no shows noted from the previous month

• 3rd Change:Apr 2009 – 33% Dec 2009 – 13%May 2009 – 22% Jan 2010 – 20%Jun 2009 – 38% Feb 2010 – 18%Jul 2009 – 28% Mar 2010 – 9%Aug 2009 – 20% Apr 2010 – 17%Sep 2009 – 10% May 2010 – 22%Oct 2009 – 10% Jun 2010 – 17%Nov 2009 – 12% Jul 2010 – 30%

Significant decrease in no shows was realized. No shows have been at or below goal of 26% on average for over 1 year.

• Placing phone calls after groups and before groups made a significant difference in attendance. The months where there was an increase the team discussed and agreed that it was due to holidays and school breaks.

• Jan 2009 – 25% Holidays

• Apr 2009 – 33% Spring Break

• Jun 2009 – 38% Counselor Vacation

• Jul 2010 – 30% Counselor Vacation

• Over the past 16 months the average no show rate has been 20%