Workflow :101Presented by:
Scott C. Lloyd, President M.T.M. Services, LLC
P. O. Box 1027, Holly Springs, NC 27540
Phone: 919-387-9892 Fax: 919-773-8141
E-mail: [email protected] Web Site: www.mtmservices.org
Measurement Tools/ Processes
First Contact to Treatment Plan Completion Process Flows Created To Identify Redundancy and Wait Times
3Presented By: MTM Services
3
Measurement Tools/ Processes
First Contact to Treatment Plan Completion Process Flows Created To Identify Redundancy and Wait Times
4Presented By: MTM Services
4
Data Collection Challenges
Emotional Response: • Get Past Emotion with the use of Data: Organizations
that have continued forward without fully addressing the questions around the creation and use of data reports as part of their decision making process often face some historical management philosophies/challenges. These philosophies are:
The “What if?” Operational Model;The “Perfect Data Only!” Operational Model; andThe “We Don’t Use Data!” Operational Model. Real versus What should be!
9
Data Collection Challenges
Meeting Preparation Example: • Although we want to focus mainly on the staff’s
experiences, we can also use real data to come to the best information possible if you have it available in your system. With that in mind, you can bring data points for access that you have collected around the following information: No Show Rates: Initial and Ongoing Appointments Net Reimbursement Rates: The net rate collected (blended rate
with Medicaid, self pay, sliding fee scale, insurance, etc.) for the organization’s intake services
Intake Counts: Average number of intakes by service area actually delivered per month.
Wait time between contacts: How long do clients wait between contacts to get from the first call to the first appointment and subsequent access/intake follow up appointments
10
Access and Engagement and Access Redesign Initiatives First Call to Assessment Kept vs. No Show/Cancelled Trend by Days Wait from First Call to Appointment (22,000 service events)
11Presented By: MTM Services
11
Why We Use Data
Workflow :101
Changes that offer most returnCollaborative DocOpen Access
– Centralized ScheduleNo Show ManagementUR/UM
Workflow :101
Changes that offer most returnUnderstanding that change is system wideWords of wisdom on integration:
“Terminal Uniqueness.”