ADCARE OUTPATIENT SERVICES of WORCESTER

ADCARE OUTPATIENT SERVICES of WORCESTER

Support for This Project Was Provided by NIATx Through a Grant From the National Institute on Drug

Abuse.

Evaluating same day service – How did AdCare Hospital do it?

Jane JollyDirector of Outpatient Operations

Jack MarhoneyCommunity Service Representative

AdCare Hospital of Worcester

Worcester, Massachusetts

AIM (Our Field of Dreams)

• Respond quickly to request for help.

• Decrease wait time to appointment.

• Increase show rates to assessments.

• Increase new patient volume.

How We Planned To Do This• The 5 key principles• A multi-disciplinary team• A systematic approach1. Define the problem 2. Generate solutions 3. Implement solutions4. Evaluate solutions5. Repeat the four steps above

until the problem is solved

The Key Principles

• Understand the patient

• Keep the CEO happy

• Pick a strong change leader

• Be innovative• Test the results

What We KnewShow Rates in Relation to Wait Time

0

20

40

60

80

100

1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20 21 22

Days From Call To Appointment

Perce

nt Cl

ients

That

Show

What We Wanted• Same day service helps

an organization to…• Respond immediately to

clients who are seeking treatment.

• Increase client participation in treatment.

• Eliminate no-shows with walk-in hours.

The Team And Their Ideas• Brainstorming (NGT).• Maximize access by

redesigning systems to offer open access.

• Redeploy clinical staff.• Streamline scheduling.• Reduce paperwork.• Automate system.

RESULTS (Study)

0

10

20

30

40

50

60

70

80

90

Wait Time Show Rate

Pre

Post

Pre Post

Wait Time

(days)7.67 1.37

Show Rate 63% 85%

The Business Case

Pre Post

Intakes 157 207

Units of Service

3080 3519

Increase Revenue

$$$$ 14%0

50

100

150

200

250

300

350

400

Intakes Units

Pre

Post

NEXT STEPS (Act)

• Measured conversions from assessment to treatment.

• Re-captured clients that do not convert from assessment.

•35% did not show for first session.

•Created tracking system and re-engaged 75% of clients.

•2200 additional units of service.

You May Not Always Get It Right the First Time

•Increased business

•Made CFO happy

•Positive ripple effect for patient, their families and the community at large.

WIN WIN FOR ALL INVOLVED!!!