AR PDHRA Leadership Conference

Joe Reis – PDHRA Program Manager, LHI

September 20-21, 2012

How we are doing currently

How we are improving

Suggestions or Comments

How we are doing currently

Call Cen-ter, 7,901

On Loca-tion, 3,372

(62 events)

1/1/2012 – 7/31/2012

86%

14%

62 events for 3,935 PAX

1/1/2012 – 7/31/2012

70%

30%

41 events for 2,330 PAX

1/1/2011 – 7/31/2011

Utilization

55%24%

2%

19%

No ReferralPhysicalBehavioralBoth

Referral Types

Call Center Screenings1/1/2012 – 7/31/2012

45%

31%

5%

18%

No Re-ferralPhysicalBehavioralBoth

Referral Types

On Location Screenings1/1/2012 – 7/31/2012

Referral Source

Jan 1-July 31 2011

Jan 1-July31, 2012

98

94

1822

1300

657

1989

4462

3427

Chart Title

MTF Vet Center Tricare VA

2011

2012

Tricare / MMSO Referral Outcome

13%

87%

VA Referrals

On Location Call center

73%

27%

Tricare re-ferrals

On LocationCall Center

Mental Health Assessments

• Piloted On Location screenings in October 2011 • Completed using Standard Assessment Tool (SAT) form

– SAT I for minimal BH concerns– SAT II for more involved concerns

On-Location• Full rollout December 9th, 2011• Paper SAT forms

Call Center• Fillable PDF

SAT I80%

SAT II

20%

Call Center

SAT I81%

SAT II

19%

On Location

Mental Health Assessments

Emergent referralsOver the life of the PDHRA program has had 143 Emergent Referrals

15 Emergent Referrals thus far in 2012 (Only one USAR)

“SM expressed that he had a physical altercation with his wife 1 week ago and felt that it was possible he could do this again. He spoke with BHS and was willing and wished to be taken to someone right away. Commander took charge of SM and he was transported to local VA ER”.

“SM acknowledged substance and alcohol abuse with active suicidal thoughts”.

“The HCP identified suicide issues and harm to others, mainly his fiancé. The SM was then introduce to BHS where he communicated a plan of suicide and involving his fiancé. We were concerned with his return trip home (a 5 hour drive and flight to CA). Decision was made to involve the SM's commander. When this was communicated to the SM his anger escalated quickly and he said he was leaving. We were able to keep the SM at the event and discussions took place while keeping the SM safe”.

Call Center Customer Satisfaction Surveys

• January1- July 31, 2012

• Completed 7,901 CC screenings

• Received 1,150 completed surveys (14.4%)

• 20 adverse surveys (1.7%)

“Yes I’d just like to say the staff that helped me was very caring, kind, and professional. I really appreciated them not only taking down the information but listening to the comments I had and I really felt like they cared. So I appreciate your service. I live way out, work out above the Arctic Circle in Alaska so I’m not sure how I would have got this otherwise so I appreciate your, the outreach and the concern regarding these things. Thanks a lot, LTC **** out”

“I was very satisfied with the discussion I had with the HCP and the BHS. You guys are doing a great job. Keep up the good work. Go Army. God bless you all”

“Thank for making this such an easy process. It was awesome”

“I just wanted to say that Sue was very nice to me and she’s a wonderful asset to your organization. I don’t think I have been treated so well over the phone regarding my military health. Also the NP, Jennifer, was great. I was provided outstanding customer service over the phone for this. Keep up the good work with the training for these folks. Whatever you are doing, you are doing it great. Thanks”

“I've dodged this phone call for about 6 months now and you were relentless to call me and contact me. My whole life has fallen apart. It is evident that a strong man like me can't put it back together. You have shed the light on some things that I do have some problems with and need to seek some help. That help will be sought today after I get off of this phone call. I just want to say thank you for serving those of us who have served. It will probably make a big difference. Thank you”

Call Center Events• Begin Intel call for large CC events• Receive Call Center Event Report approximately 6 days

after the event end date• Improvement to call queues

On-Location Events• Three Admin Field Trainers in addition to 6 HCP Field

Trainers • Intel call changes • Resiliency Training• Looking into electronic Customer Satisfaction Surveys

How we are improving

• Referral Resource • MHA

New DD Form 2900

• Updated training modules for all on-location and call center staff

• Adjusted staffing for the Call Center and On-location

• Have SM’s go on MedPros to complete before calling in by going to My Medical Readiness

• Plan for old version of the 2900 after the go-live date

Suggestions or Comments