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AIM (plan)

AIM (plan). Change Project To Increase Admissions and Retention by Decreasing no shows. CHANGE (do). In order to increase admissions and retention, we focused on decreasing no shows. We made the following changes:

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AIM (plan)

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  1. AIM (plan) Change Project To Increase Admissions and Retention by Decreasing no shows

  2. CHANGE (do) In order to increase admissions and retention, we focused on decreasing no shows. We made the following changes: • We started two times a week outreach to other agencies, e.g. shelter., parole /probation agencies etc.10/09 • We streamlined our intake waiting times (10/09) and reduced assessment paperwork 12/09 • We started same day admissions and reduced waiting time from two days to four hours. 10/09 • We provided transportation reimbursement for patients with no Medicaid and help them apply for Medicaid ( if qualified) 11/09 • We assigned patients to primary counselor on the day of admission. 10/09 • We began providing a daily orientation instead of monthly. 11/09

  3. RESULTS (study) As a result of these changes, we realized several improvements. • the new forms reduced paperwork by about 30% which allowed staff more time to focus on patients.  • Absences were monitored and daily telephone reminder caused decrease in no show. • We offer same day admission • Same day assessments caused admissions increase from 85% to 93% and no show rate continues to decrease from 28% to 15% • Revenue increased due to increase in admissions. • By decreasing the no-show rate, staff time was spent more productively. • We met/exceeded and Sustained OASAS utilization rate of 90%

  4. NEXT STEPS (act) • This change project is in the sustainability phase • We continue to monitor no-shows and admissions • Continue to create a culture of performance improvement • About to introduce text message/e-mail to patients that are absent more than two days in addition to phone calls.

  5. IMPACT (business case, lessons learned) • Reducing paperwork increased both patients and staff satisfaction • Less paperwork allow patients to be serviced in a more timely fashion • Providing same day admission created increase in admission which increases revenue • Increase in revenue results in more incentives for staff and patients, including supplies for staff, patient social events: summer picnic, trips etc, staff recognition incentives etc. • Reminder calls increase retention rate and improve process • increased patient satisfaction

  6. KCHCRetention for Admissions Increased from 85 -93 %No Show Decreased from 28 – 15 %Study Range Sept 2009 – Feb 2010

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