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Welcome

Welcome. Reduce Waiting & No-Shows  Increase Admissions & Continuation. NIATx Mission. To improve care delivery to help people live better lives To become the premier resource for systems and process improvement for behavioral health services. Research-based Best Practices.

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Welcome

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Presentation Transcript

  1. Welcome Reduce Waiting & No-Shows  Increase Admissions & Continuation

  2. NIATx Mission • To improve care delivery to help people live better lives • To become the premier resource for systems and process improvement for behavioral health services

  3. Research-based Best Practices • Field-tested by your peers • Customer-focused • Use data to measure effectiveness

  4. Why Process Improvement? • Customers are served by processes. • 85 percent of customer-related problems are caused by processes. • You must improve your processes to better serve your customers.

  5. Why Organizational Change • Small changes do increase client satisfaction. • Satisfied clients are more likely to show up and continue their treatment. • More clients in treatment make your work more rewarding. • More admissions and fewer drop-outs improve the bottom line.

  6. The Five Principles

  7. Understand and involve the customer

  8. Fix key problems that keep the CEO awake at night

  9. Pick a powerful change leader

  10. Get ideas from outside the field Gilda’s House Auto Sales Rooms Restaurants Wal Mart Video conferencing Doctor’s, Dentists, Hair Salons

  11. Use Rapid Cycle Testing PDSA Act Plan Study Do

  12. The most important principle: “Know and understand your customer.”

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