Overview

Advocates Inc.Hilary Curtis Ph.D.

Kerin Raymond LADCI

A business case example of using NIATx principles to

increase revenue and decrease wait time for services: Expanding DAE services as a result of process

improvement

Process Problem• Results of Walkthrough exercise Jan. 2010.

• Identified “front door problems” = calls for intakes going to voicemail leading to a delay in services:– phone system needed upgrade– Vacant admin staff position– Under-utilization of centralized scheduling system– Clinicians with low productivity– Missed opportunity to increase business which could

help sustain grant funded drug court

AIM (Plan)• Increase DAE intakes

– Location : Acton and Ayer satellite clinic sites

• Reduce wait time for intake

– Improve process to allow clients to book intakes the same day of call, at the time of the call for services.

CHANGE (Do)

• Centralized scheduling of intakes

– Clinicians use existing scheduler to mark hours available for intakes each week.

– Admin staff book intake appointment at time of call to enroll using scheduler.

RESULTS:Change project implemented Aug. 2010

Results of Centralized Scheduling

05

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JUN JUL AUG SEP OCT

Month

# o

f In

take

s

DAE

OTHERINTAKES

TOTALINTAKES

RESULTS CONT.

• Wait time for appointment went from 7+ days to same day!

NEXT STEPS (Act)

• Adopted practice of centralized scheduling.• Monitoring billing to see if increase is maintained

– factor in staff absences and seasonal changes.

• Added a DAE class to manage additional referrals for Fall of 2010.

• Hired additional DAE Clinicians to allow for fluctuations in enrollment.

IMPACT (Business Case, Lessons Learned)

• Clinicians more aware of productivity– better access for clients, better revenue, better incentive for clinicians (can earn bonus).

• ALL types of intakes increased. • Better use of clinician open hours.• Small changes can make revenue impact:

– On average 6 extra DAE intakes / month = $3,500– Add in “other intakes” = $6,000 a month!

• Next projects can make additional impact:– Confirm Intake appointments– Market enhanced services for DAE