The 5 Steps to Same Day Access

Transcription

1 Joy Fruth, MSW Lead Process Change Consultant MTM Services The 5 Steps to Same Day Access Speaker Name Title Presented Organization By:

2 What is Same Day Access? An engagement strategy whereby organizations offer assessments on the same day they are requested by the consumer, without a scheduling delay or waitlist, resulting in an eradication of consumer no shows for assessments. Sounds simple, right?... It is!!

3 Is Same Day Access Right for You? Is your wait time to assessment longer than 2 days? Yes No Maybe How long is your wait to assessment? Does it take more than one session to complete an assessment? How many days between sessions? If you were the Consumer, would that be good enough for you?

4 Is Same Day Access Right for You? Do you have No Shows for Assessment? -Distributive Justice Ethical Dilemma- Providers have a responsibility to ensure that they are providing the greatest good to the greatest number of people even with limited resources available? Is it ethical to make a prospective client wait (or put that person on a wait list) while simultaneously continuing to re-schedule someone who has cancelled or no-showed their assessment 1, 2, or 3 times?

5 Is Same Day Access Right for You? Is your Clinician Time Precious? Scheduled Assessment Appointments Same Day Access Assessment Kept No Show Cancelled Rescheduled Assessments Groups Individual Sessions Other Billable Activity

6 Is Same Day Access Right for You? Your Accreditation may require it.

7 Is Same Day Access Right for You? Most often, the answer is Yes! Results in 0% No Show Rates - Frees Clinician Time Allowing Increased Productivity - Meets Accreditation Standards - Happy Referral Sources- Increases Client Engagement Clients who are offered a same day appointment show up 91% of the time, those schedule one day later show up 75% of the time. Teams who move to Same Day Access see a 10% increase in the kept rate of their follow up appointments on average.

8 Wait Days Create No Shows Data from Access Redesign Grant, over 22,000 Events

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10 Same Day Access Assessments The Anxiety that can proceed this change is 10 times worse than the change itself! Same Day Access does NOT look like this; as long as you plan it out correctly! Photo Credits: The Simpsons 9

11 5 Steps to Same Day Access 1. Determine your Organization s Demand and Optimal Hours of Operation 2. Select Staffing Model 3. Choreograph your Client s Wait Time 4. Design your Transition 5. Communicate and Go! 10

12 5 Steps to Same Day Access 1. Determine your Organization s Demand and Optimal Hours of Operation Same Day Access (Recommended if demand is sufficient) Open Access Days or Open Access Hours Hybrid Model (use sparingly) 11

13 5 Steps to Same Day Access 2. Select Staffing Model Designated Assessors vs. Rotating Assessors? Contingency Plan What is your Plan B if something unexpected happens? - Is there another clinician available now because of a no show or cancellation? - Is there a supervisor available to do an intake? - Last resort: give a preferred slot for the following open access day 12

14 5 Steps to Same Day Access 3. Choreograph the Client s Wait Time Client walks in the door 1 Wait time 0-30m 3 Client meets with Therapist for Assessment and TP (~60min) 2 4 Client Completes paperwork and selfassessments in the waiting room (~30 min) Client leaves with scheduled appointments for Therapist (5-8 days) and/or Psychiatrist (3-5 days) 13

15 Steps to Success with Same Day Access 4. Design Your Transition Kick-Off Date (schedules blocked) End of Transition Existing Appointments Open Access 14

16 Steps to Success with Same Day Access 5. Communicate and Go! Write the Telephone Script (Target 2-3 minutes) Select your Floor General Train Staff GO! 15

17 How to Avoid Common Pitfalls When planning, move through common team roadblocks using data to avoid the following: Differing opinions Retreat culture System Noise

18 Once Implemented, Now What? First Month Confirm Planning Data, Make Changes if Needed Are Clinician hours still adequate? Are certain days more popular than others? How often are we using our Contingency Plan? Ongoing Regularly Review Capacity and Adjust Staffing Accordingly Most organizations see an increase in client follow-through Plan ahead for seasonal / holiday fluctuations

19 Confirm Planning Confirm Planning Assumptions Regularly Review Capacity and Adjust Accordingly Monitor Performance

20 Sustaining Open Access Teams who focus solely on Same Day Access often run into trouble within about 6 months. Changes must be more complete: Collaborative Documentation Centralized Scheduling No Show Management for established consumers Just-In-Time Scheduling for Prescribers Episode of Care Management Use more treatment groups to help with increase in volume

21 Track and Report the Impact

22 Questions? Thank you!! Scott Lloyd, President & Joy Fruth, MSW, Consultant Website: