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Strategic Marketing and Customer Service: Increasing admissions in intensive outpatient

Strategic Marketing and Customer Service: Increasing admissions in intensive outpatient . Team Members. Nicole Walden-director of men’s services Denice Dentson-therapist Catrena Jones-case manager/follow up Eddie Lapsley-instructor Robert Wilson-prevention .

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Strategic Marketing and Customer Service: Increasing admissions in intensive outpatient

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  1. Strategic Marketing and Customer Service:Increasing admissions in intensive outpatient

  2. Team Members • Nicole Walden-director of men’s services • Denice Dentson-therapist • Catrena Jones-case manager/follow up • Eddie Lapsley-instructor • Robert Wilson-prevention

  3. Reasons for change project and target population • Low enrollment rate • Clients have difficulty accessing the services • Men who have been incarcerated

  4. Changes we made to increase enrollment • Decision makers were the outreach staff • Director responsible for the follow up with referrals sources • Single point of contact for referrals

  5. Results of Strategic Plan

  6. Business Case for the aim • More efficient use of staff • Consistent, high quality customer service, quick response time, and clear information • Increasing volume from referral sources results in easier follow ups • Stabilizes the program’s future

  7. Next steps • Continue to monitor the admission rate of clients from each individual referral source • Next change project: increase follow up rate by making short term staff changes

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