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: Scott.Lloyd@mtmservices.org Web Site: www.mtmservices.org

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Flow Charting Overview

Measurement Tools/ Processes

First Contact to Treatment Plan Completion Process Flows Created To Identify Redundancy and Wait Times

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Measurement Tools/ Processes

First Contact to Treatment Plan Completion Process Flows Created To Identify Redundancy and Wait Times

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Measurement Tools/Processes

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Measurement Tools/Processes

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Measurement Tools/Processes

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Data Collection Challenges

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!

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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

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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)

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Why We Use Data

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Changes that offer most return

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Changes that offer most returnCollaborative DocOpen Access

– Centralized ScheduleNo Show ManagementUR/UM

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Changes that offer most returnUnderstanding that change is system wideWords of wisdom on integration:

“Terminal Uniqueness.”

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Thank you for your attention, any questions?