Brownell Center For Behavioral Health Services A Program of Liberty Resources, Inc.

1. Brownell Center For Behavioral Health Services A Program of Liberty Resources, Inc.

2. What? Created Centralized Intake Process PDSA — What Did You Do and Why? Improved Telephone Screening – re-evaluation of screening tool Gathered Data on Therapists’ Strengths, Interests & Specialties Assembled Intake Team – adult & child/adolescent therapists Established Multidiscipline Triage Team – intake therapists/medical director Screens for Appropriate Level of Care Identifies Treatment Needs Assigns Client to Therapist Who Best Matches Stated Needs Why? Improve Client Engagement in Treatment Process as evidenced by successfully completing the admission process (3 visits) Increase Client Retention as evidenced by continuation in care at 6 months Enhance Client & Therapist Satisfaction as evidenced by quarterly client satisfaction surveys and therapist report

3. Decision Support — What Happened & How Do You Know? Streamlined Access to Services Lowered No-Show Rate (from 26% to 18% average) Increased Client Population by 300 clients in 90 days Raised Center-wide Productivity (ranging between 93 – 105%) Increased Client Satisfaction Improved Staff Satisfaction Initial Intake/Assessment Paperwork Completed By Intake Therapist Client Assigned By Therapist Skill Set & Interests Timely Response To Caseload Requests Ability To Begin Rapport Building & Treatment Immediately

4. Corporate Gains Improved Service Through Comprehensive Care Model More Efficient Use of Professional & Support Staff Increased Clinic Revenue Business Case or Strategic Advantagefor the Organization

5. The two significant dips in client visits represent Thanksgiving week and Christmas/New Years weeks.

6. Corporate Gains Improved Service Through Comprehensive Care Model More Efficient Use of Professional & Support Staff Increased Potential Clinic Revenue Over 6 Months = $156,000 Business Case or Strategic Advantagefor the Organization Consumer Gains Increased Understanding of Service Provided by Brownell Uniform Intake Process: a clear & consistent process Assignment to Appropriate Care Modality: individual/group/family Better Comprehension of Medical/Medication Service Referrals Universal Understanding of Attendance Requirements Community Gains Faster Response to Community Needs Quality Services Using an Integrated Care Model Improved Awareness of Services Available & Center’s Focus on Appropriate Level of Care

7. Internal Promotes Efficient Processing & Assignment Creates Sense of Shared Ownership of the Process At All Levels Supports the Center’s and Agency’s Financial Goals Supports a Growing Intern Population & Center’s Goal To Be a Training Center of Excellence Cultural Impacts/Considerations External Increases Community Access to Services Improves Relationship with Community-Based Training Institutions Enables Establishment & Growth of Wider Range of Services

8. Prevent Burn-out Among Intake Therapists Engage All Seasoned Therapists Increase Awareness of Therapist Skill Sets Establish 3-month Rotational Schedule Plan For Sustainability Continue Training of Telephone Screeners Examine Discharge Process Time-Focused Treatment Planning Increased Successful Discharges Improved Access To Services Identify & Modify Problem Areas