Transcript Ayer Concord Drug Court Program, MA

Advocates Inc.
Hilary Curtis Ph.D.
Kerin Raymond LADCI
Overview
A business case example of using NIATx principles to
increase revenue and decrease wait time for services:
Expanding DAE services as a result of process
improvement
Process Problem
• Results of Walkthrough exercise Jan. 2010.
• Identified “front door problems” = calls for
intakes going to voicemail leading to a delay in
services:
–
–
–
–
–
phone system needed upgrade
Vacant admin staff position
Under-utilization of centralized scheduling system
Clinicians with low productivity
Missed opportunity to increase business which could
help sustain grant funded drug court
AIM (Plan)
• Increase DAE intakes
– Location : Acton and Ayer satellite clinic
sites
• Reduce wait time for intake
– Improve process to allow clients to book
intakes the same day of call, at the time
of the call for services.
CHANGE (Do)
• Centralized scheduling of intakes
– Clinicians use existing scheduler to mark
hours available for intakes each week.
– Admin staff book intake appointment at time
of call to enroll using scheduler.
RESULTS:
Change project implemented Aug. 2010
# of Intakes
Results of Centralized Scheduling
40
35
30
25
20
15
10
5
0
DAE
OTHER
INTAKES
TOTAL
INTAKES
JUN
JUL
AUG SEP
Month
OCT
RESULTS CONT.
• Wait time for appointment went from 7+
days to same day!
NEXT STEPS (Act)
• Adopted practice of centralized scheduling.
• Monitoring billing to see if increase is maintained
– factor in staff absences and seasonal
changes.
• Added a DAE class to manage additional
referrals for Fall of 2010.
• Hired additional DAE Clinicians to allow for
fluctuations in enrollment.
IMPACT (Business Case, Lessons Learned)
• Clinicians more aware of productivity– better access for
clients, better revenue, better incentive for clinicians (can
earn bonus).
• ALL types of intakes increased.
• Better use of clinician open hours.
• Small changes can make revenue impact:
– On average 6 extra DAE intakes / month = $3,500
– Add in “other intakes” = $6,000 a month!
• Next projects can make additional impact:
– Confirm Intake appointments
– Market enhanced services for DAE