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Accessing Services in Juneau County Jo. Ann Geiger-Change Leader Mariah Soderling-Daytime Crisis Worker/51 Coordinator Erika Cattle-CCS Service Facilitator Penny Janechek-Office Manager Pat Morris-Intake Worker
Project Aim • Big Aim o Decrease our admissions and readmissions to inpatient hospitals by educating the general public about services offered in order for us to be more preventative/proactive rather than only knowing of the individuals when them come into crisis • Small Aim o Reduce the number of no shows for information and referrals/intakes by 7% from 32% per month to an average of 25% per month by October 1, 2017
Rapid Cycles • Rapid Cycle #1 o Reminder calls to all clients prior to appointments would decrease no show rate • Rapid Cycle #2 o We proposed that asking better questions at the time of the phone call would allow for better referrals to correct service needs. • Rapid Cycle #3 o The team saw a need for increased coverage for daytime crisis worker due to the number of calls coming in.
Results • Rapid Cycle #1 o We were able to decrease our NO SHOW rate from 32% to 25%. We adopted the process to call consumers the day before to remind them of appointments. Currently as of September of 2017 we are at a no show rate for intakes of 17% (in 2016 our no show rate was 42%) • Rapid Cycle #2 o The new questions that we developed better helped get consumers to the right program (MH, AODA, CSP, CCS, Crisis) and were more person centered. • Rapid Cycle #3 2016 Daytime Contacts Jan 6 Feb 9 Mar 4 April 12 May 13 June 11 July 18 Aug 14 Sept 12 Oct 17 Nov 27 Dec 12 Totals 155 2017 Daytime Contacts Jan 18 Feb 17 Mar 15 April 14 May 22 June 13 July 13 Aug 12 Sept 12 Oct Nov Dec Totals 136
Next Steps • To further look at needs for crisis coverage • To continue to build on streamlining processes to make single point of entry
Impacts • More staff trained to back up and help in times of need • More consumers being seen and having better trained staff to assess their needs • Better information gathered at time of first call to expedite the process. • Less chaos in times of crisis coverage needs.