TOTAL HEALTH CARE Attention to Retention

1. TOTAL HEALTH CAREAttention to Retention

2. TOTAL HEALTH CAREAttention to Retention AIM: To improve retention rates through a process change project that aims at increasing retention at marked intervals of 30 days, 60 days and 90 days.

3. TOTAL HEALTH CARE Attention to Retention CHANGE: • Hired an Intake Assistant to improve the Program’s ability to process initial calls in a timely manner • Increased the dose of Suboxone given to the patients during the initial induction session • Condensed the intake process to decrease the time from 3 – 4 hours to 2.5 hours • Created a process to assure that new patients meet with their assigned counselor during their first week in treatment • Created patient surveys to get more consumer input • Changed the “New Beginners Group” to better orient patients, address medication issues and enhance treatment readiness

4. TOTAL HEALTH CAREAttention to Retention RESULTS:Fee Collections FY 11: $723, 693FY 12: $938, 723 Retention

5. TOTAL HEALTH CAREAttention to Retention NEXT STEPS: • Utilize counseling staff to prepare and monitor patients as they transition to a 30 day prescription • Create a menu of groups and topics that reflect consumer input • Modify the Program to give patients the opportunity to select the types of groups they wish to attend • Posting of program information around the Center to create more informed consumers • Development of an informational video describing the Program’s structure and services

6. TOTAL HEALTH CAREAttention to Retention IMPACT: As a result of our participation in the collaboration, the Program is: • More open to change and consumer input • More efficient • More consumer sensitive • More organized in process development and changes • More satisfied consumers and staff