TOTAL HEALTH TOTAL HEALTH CARECARE

Attention to RetentionAttention to Retention

TOTAL HEALTH CARETOTAL HEALTH CAREAttention to RetentionAttention to Retention

AIMAIM::To improve retention To improve retention

rates through a rates through a process change process change project that aims at project that aims at increasing increasing retention at retention at marked intervals of marked intervals of 30 days, 60 days 30 days, 60 days and 90 days.and 90 days.

TOTAL HEALTH CARE TOTAL HEALTH CARE Attention to RetentionAttention to Retention

CHANGECHANGE::• Hired an Intake Assistant to improve the Program’s Hired an Intake Assistant to improve the Program’s

ability to process initial calls in a timely mannerability to process initial calls in a timely manner• Increased the dose of Suboxone given to the Increased the dose of Suboxone given to the

patients during the initial induction sessionpatients during the initial induction session• Condensed the intake process to decrease the time Condensed the intake process to decrease the time

from 3 – 4 hours to 2.5 hoursfrom 3 – 4 hours to 2.5 hours• Created a process to assure that new patients meet Created a process to assure that new patients meet

with their assigned counselor during their first with their assigned counselor during their first week in treatmentweek in treatment

• Created patient surveys to get more consumer Created patient surveys to get more consumer inputinput

• Changed the “New Beginners Group” to better Changed the “New Beginners Group” to better orient patients, address medication issues and orient patients, address medication issues and enhance treatment readinessenhance treatment readiness

TOTAL HEALTH CARETOTAL HEALTH CAREAttention to RetentionAttention to Retention

Length of Stays 1st Quarter FY 11 2nd quarter

3rdQuarter

4th

Quarter

1st Quarter FY12 2nd Quarter

3rd Quarter

                       

30 Days or 30 Days or LessLess 25%25% 16%16% 18%18% 23%23% 9%9% 14%14% 15%15%

              

Less than 90 Less than 90 DaysDays 66%66% 56%56% 59%59% 50%50% 31%31% 49%49% 33%33%

                       

90 Days or 90 Days or MoreMore 34%34% 44%44% 41%41% 50%50% 69%69% 51%51% 67%67%

RESULTS: Fee Collections

FY 11: $723, 693 FY 12: $938, 723

Retention

TOTAL HEALTH CARETOTAL HEALTH CAREAttention to RetentionAttention to Retention

NEXT STEPSNEXT STEPS::• Utilize counseling staff to prepare and Utilize counseling staff to prepare and

monitor patients as they transition to a 30 monitor patients as they transition to a 30 day prescriptionday prescription

• Create a menu of groups and topics that Create a menu of groups and topics that reflect consumer inputreflect consumer input

• Modify the Program to give patients the Modify the Program to give patients the opportunity to select the types of groups opportunity to select the types of groups they wish to attendthey wish to attend

• Posting of program information around the Posting of program information around the Center to create more informed consumersCenter to create more informed consumers

• Development of an informational video Development of an informational video describing the Program’s structure and describing the Program’s structure and servicesservices

TOTAL HEALTH CARETOTAL HEALTH CAREAttention to RetentionAttention to Retention

IMPACT:IMPACT: As a result of our participation As a result of our participation

in the collaboration, the in the collaboration, the Program is:Program is:

• More open to change and More open to change and consumer inputconsumer input

• More efficientMore efficient• More consumer sensitiveMore consumer sensitive• More organized in process More organized in process

development and changesdevelopment and changes• More satisfied consumers and More satisfied consumers and

staffstaff