f2 stacey gibbs - new intake process
DESCRIPTION
TRANSCRIPT
the northern way of caring
Quesnel Community Mental Health and Addiction Services
New Intake Process
Presenter:Stacey Gibbs, BA, MBA
Residential Care Manager
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Background
Quesnel serves about 20,000 people Community Mental Health and Addiction Services
has 10 Clinicians and 4 Community Living Support Workers
New Clients To Mental Health and Addiction Services in Quesnel were waiting 3-4 weeks for initial appointment for services
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Quesnel CommunityMental Health And Addiction Services
New Client Intake Process
Project Start Date: November 2011
4 day event to look at current process and see what could be changed
Intake workers, administrative support staff and case managers participated
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Initial Assumptions
• All information needed to be gathered at first visit
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Project Goals
Client needs to receive service Minimum reporting requirements
need to be met Information needs to flow to the right
person at the right time Decrease waiting time for service
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The Project
VALUE STREAM MAPPING
WASTE ANALYSIS
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The Problem
Intake
Third Party
Self
Client Contacts Office
Case Management
ACAS
COAST
CAST
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Current State
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Current State
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Current State
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Future State
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Implementation
Intake Schedule Developed- including Back Up position
Cheat Sheet Created Go Live Date Determined
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The Project
The New Intake Process has been used for over a year now
People contacting the office either in person or by phone are seen right away
Third Party referrals are attempted contacted on the same day as referral received
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How We Made this Work
Met once a week to work through issues for about 6 months
Staff very flexible and made many changes along the way
Always a work in progress
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Results
About 25% of people requesting service are being picked up for one on one service
The rest are being referred to other community resources , groups or are just given some information and do not request further service
Charting is being done in a more timely manner
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What Happened Next
Ongoing Analysis and Improvement of the Intake Process
Streamlining Service (eliminating the next bottleneck) to decrease wait times between intake and case management
Look at all Rural MHAS Intake Processes and adapt the Quesnel System to other offices
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Questions and Feedback
Contact Information:Stacey Gibbs250-985-5624