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How did Kings County Hospital increase admissions & retention by decreasing no shows?

How did Kings County Hospital increase admissions & retention by decreasing no shows?. Janet Aiyeku Sr. Associate Director Behavioral Health – Chemical Dependency Services Kings County Hospital Center Brooklyn, New York. AIM (plan). Change Project

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How did Kings County Hospital increase admissions & retention by decreasing no shows?

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  1. How did Kings County Hospital increase admissions & retention by decreasing no shows? Janet Aiyeku Sr. Associate Director Behavioral Health – Chemical Dependency Services Kings County Hospital Center Brooklyn, New York

  2. AIM (plan) Change Project To Increase Admissions and Retention by Decreasing No Shows (Promising Practice)

  3. CHANGE (do) Focused on decreasing no shows and made the following changes: • Two times a week started outreach to other agencies (e.g. shelter, parole/probation agencies, etc.) [10/09] • Streamlined our intake waiting times [10/09] & reduced assessment paperwork [12/09] • Started same day admissions & reduced waiting time from two days to four hours [10/09]

  4. CHANGE (do) con’d • Began providing a daily orientation instead of monthly [11/09] • Provided transportation reimbursement for patients with no Medicaid & helped them apply for Medicaid (if qualified) [11/09] • Assigned patients to primary counselor on day of admission [10/09]

  5. RESULTS (study) As result of these changes, we realized several improvements - • New forms reduced paperwork by 30% which allowed staff more time to focus on patients • Absences were monitored and daily telephone reminder caused decrease in no show • Offer same day admission

  6. RESULTS (study) con’d • 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%

  7. NEXT STEPS (act) • This change project is in sustainability phase • 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

  8. IMPACT (business case, lessons learned) • Reducing paperwork increased 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

  9. IMPACT (business case, lessons learned) con’d • 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

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

  11. Admission and No Show Rates to DateSept 09 – June 10

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