Mental Health Performance Measures

Presented by:

Solano County Mental Health

August 10, 2009

To Be Covered

Type and Location of Behavioral Health Practitioners

Access Communication and Coordination of

Care Coordination and Satisfaction Survey

Results

Behavioral Health Practitioners

EXTERNAL NETWORK PRACTITIONERS

• MD 5 (4 Inpatient)• PhD/PsyD 15• LCSW 13• MFT 39• TOTAL 72

Behavioral Health Practitioners

LOCATION OF EXTERNAL PRACTITIONERS

• Benicia 9• Concord 1• Dixon 3• Fairfield 14• Napa 4• Oakland 2• Rio Vista 1• Vacaville 16• Vallejo 22• TOTAL 72

Behavioral Health Practitioners

SCMH Provider Directory Complies with CFR

1. Name, location, and telephone number in beneficiary's service area by category

2. Language(s) used in treatment3. Provider license type4. Provider gender and ethnicity5. Population served6. Open / Closed Status

Geographic Distribution

of

Behavioral Health Providers

Geographic Distribution of Behavioral Health PractitionersSolano County Mental Health Clients

Relative to Providers

• Managed Care (External Network Clients)• Internal Network Clients

10 mile Buffer from External Network Providers 10 mile Buffer from Internal Network Providers

Geographic Distribution of Behavioral Health Practitioners

STATISTICS

• 100% of all Mental Health Clients are within 17.5 miles of any Mental Health Provider.

• 99.5% of all Mental Health Clients are within 10 miles of any Mental Health Provider.

• 99.4% of Mental Health Internal Network Clients are within 10 miles of Internal Network Providers.

• 92.4% of Mental Health External Network Clients are within 10 miles of External Network Providers.

Appointment Access

NON-LIFE THREATENING EMERGENCIES

When Access Unit staff determines that a caller is in need of emergent care, the caller is warm transferred to Mobile Crisis.

This procedure is in compliance with the Solano County Department of Health & Social Services Mental Health Division’s Policies and Procedures:

• 100-A• AAA-2.5

Appointment Access

URGENT CARE

Callers are provided a “warm transfer” to Mobile Crisis when Access staff determines urgent assessment and intervention is required.

This policy is in compliance with Solano County Mental Health Policy and Procedure 100-A.

Appointment Access

ROUTINE CARE

REFERRAL AND AUTHORIZATION FOR SERVICES MADE TO:

• COUNTY OUTPATIENT CLINICS• CONTRACT AGENCIES• EXTERNAL NETWORK PROVIDERS

DATA INTEGRATION PROJECT IS IN DEVELOPMENT TO LINK INFORMATION FROM MULTIPLE MENTAL HEALTH PROVIDERS.

ESTIMATED COMPLETION DATE IS AUGUST 2010.

Telephone AccessTOTAL CALLS

1,185 CALLS COMPLETED 6-15-09 TO 7-15-09• 607 INBOUND• 578 OUTBOUND

CALLS ANSWERED WITHIN 50 SECOND STANDARD• 63% WITHIN 50 SECONDS• 16% IN 51 SECONDS• 1.5% IN 52-60 SECONDS• 1.3% IN>60 SECONDS

Telephone Access

ABANDONED CALLS

18.2%

INCLUDES HANG UPS & VOICEMAIL CALLS

ALL VOICE MAILS CALLS ARE RETUNED BY ACCESS STAFF WITHIN 2-3 HOURS

Telephone Access

AFTER HOURS CALLS

ACCESS LINE CALLS MADE AFTER BUSINESS HOURS, ON WEEKENDS, AND ON HOLIDAYS ARE

ANSWERED LIVE BY MOBILE CRISIS.

112 CALLS FROM 6-15-09 TO 7-15-09• 59 ANSWERED 7 A.M. - 3 P.M.• 12 ANSWERED 3 P.M. – 8 P.M.• 0 ANSWERED 8 P.M. – 11 P.M.• 41 ANSWERED 11 P.M. – 7 A.M.

Communication and Coordination of Care

228 PRIMARY CARE PHYSICIAN (PCP) REFERRALS COMPLETED IN FY 08-09

BEHAVIORAL HEALTH PRACTITIONERS COLLABORATE WITH PCP ABOUT PATIENT CARE THROUGH:

• ON SITE CONTACT WITH PCPS AT SOLANO COUNTY FAMILY HEALTH CLINICS IN VALLEJO AND FAIRFIELD

• INTAKE ASSESSMENT PROTOCOLS

Communication and Coordination of Care

MENTAL HEALTH SERVICES ARE PROVIDED BY BEHAVIORAL HEALTH PRACTITIONERS IN

NUMBEROUS WORK SETTINGS:

• OUTPATIENT CLINICS• CONTRACT AGENCIES• FQHC• FAMILY HEALTH CLINICS• EXTERNAL NETWORK

PROVIDER OFFICES

Communication and Coordination of Care

BEHAVIORAL HEALTH PRACTITIONERS ARE EXPECTED TO COMMUNCATE WITH PRIMARY

CARE PHYSICIANS IN ACCORDANCE WITH:

• SOLANO COUNTY MENTAL HEALTH DIVISION POLICY AND PROCEDURE HIIM-3.8

• SOLANO COUNTY MENTAL HEALTH MANAGED CARE EXTERNAL NETWORK PROVIDER MANUAL

• PHC POLICY/PROCEDURE MPQP1027

Communication and Coordination of Care

COMMUNICATION IS REQUIRED

• AT TREAMENT INITIATION• FOR UPDATES ABOUT SYMPTOMS AND

FUNCTIOINING• CHANGES IN TREATMENT PLAN• NOTIFICATION OF HOSPITALIZATION• AT TREATMENT TERMINATION

Communication and Coordination of Care

COMMUNICATION WITH PCP

• BY TELEPHONE• BY LETTER• FAMILY HEALTH CLINIC REFERRAL FORM• BEHAVIORAL HEALTH/PRIMARY CARE

PHYSICIAN COMMUNICATION FORM

Communication and Coordination of Care

SOLANO COUNTY MENTAL HEALTH QUALTY IMPROVEMENT UNIT CONUCTS ANNUAL CHART REWIEWS OF CLIENTS SERVED BY THE MENTAL HEALTH PLAN IN ORDER TO DETERMINE COMPLIANCE WITH COMMUNICATION AND COORDINATION OF CARE STANDARDS

Surveys - Coordination of Care

EXTERNAL NETWORK PRACTITIONERS

• 78% Strongly Agree or Agree:If I receive a request for telephone advice, I am willing

to provide it.

• 75% Strongly Agree or Agree:With patient consent, I provide patient specific

behavioral health information to member’s PCP when the patient's condition or treatment plan changes.

Surveys - Coordination of Care

EXTERNAL NETWORK PRACTITIONERS

• 69% Strongly Agree or Agree:Rather than use a written format, I prefer to contact the

PCP by telephone to routinely communicate clinical information.

• 66% Strongly Agree or Agree:With patient consent, I provide patient specific

behavioral health information to the member’s PCP after initial evaluation of the patient.

Surveys - Coordination of Care

INTERNAL (SHORT-DOYLE) PRACTITIONERS

• 65% Strongly Agree or Agree:I frequently receive requests from PCPs for telephone

consultations about patients with behavioral health conditions.

• 62 % Strongly Agree or Agree:I use the PHC Behavioral Health/Primary Physician

Communication Form or a similar tool to routinely communicate information to the PCP.

Surveys- Member Satisfaction

GENERAL SATISFACTION

83% of Adults and 74% of Older Adults Strongly Agree or Agree:

I liked the services I received here.If I had other choices, I would still get

services from this agency.I would recommend this agency to a

friend or family member.

Surveys- Member Satisfaction

SATISFACTION WITH ACCESS

79% of Adults and 74% of Older Adults Strongly Agree or Agree:

The location of services was convenient (parking, public transportation, distance, etc.).

Staff were willing to see me as often as I felt it was necessary.Staff returned my call within 24 hours.Services were available at times that were good for me.I was able to get all the services I thought I needed.I was able to see a psychiatrist when I wanted to.

Surveys- Member Satisfaction

RIGHTS & RECOVERY/WELLNESS

81% of Adults and 77% of Older Adults Strongly Agree or Agree:

Staff here believe I can grow, change, and recover.I felt comfortable asking questions about my treatment and

medication.I felt free to complain.I was given information about my rights.Staff encouraged me to take responsibility for how I live my life.Staff told me what side effects to watch out for.

Surveys- Member Satisfaction

RIGHTS & RECOVERY/WELLNESS

81% of Adults and 77% of Older Adults Strongly Agree or Agree:

Staff respected my wishes about who is, and who is not, to be given information about my treatment.

I, not staff, decided my treatment goals.Staff were sensitive to my cultural background (race, religion,

language, etc.).Staff helped me obtain the information I needed so that I could take

charge of managing my illness.I was encouraged to use consumer-run programs.

Surveys- Member Satisfaction

OUTCOMES OF SERVICES

72% of Adults and 75% of Older Adults Strongly Agree or Agree:

As a direct result of services received, improved coping with1. Daily Problems2. Crisis Situations3. Symptoms of Mental Disorders

ANDAs a direct result of services received, improved1. Housing Situation2. Family Relationships3. Social Skills4. Work / School Performance

Surveys- Member Satisfaction

OUTCOMES OF SERVICES

72% of Adults and 78% of Older Adults Strongly Agree or Agree:

As a direct result of services received,• I do things that are more meaningful to me.• I am better able to take care of my needs.• I am better able to handle things when they go wrong.• I am better able to do the things I want to do.

Surveys- Member Satisfaction

SOCIAL FUNCTIONING

74% of Adults and 64% of Older Adults Strongly Agree or Agree:

As a direct result of services received,1. Happy with Friendships2. Participate in Enjoyable Activities with People3. Feeling of Belongingness in Their Community4. Have Necessary Support in a Crisis from Family or

Friends

Surveys- Member Satisfaction

SATISFACTION WITH SERVICES

82% of Youths and 88% of Parents/Guardians Strongly Agree or Agree:

Overall, satisfied with services youth received.People helping youth, stuck with youth/family no matter what.Youth and parent felt youth had someone to talk to when he/she

was troubled.Services received were right for youth and/or family.Youth and/or family got help wanted for youth.Youth and family got as much help as needed for youth.

Surveys- Member Satisfaction

SATISFACTION WITH ACCESS

83% of Youths and 94% of Parents/Guardians Strongly Agree or Agree:

The location of services was convenient.

Services were available at times that were convenient.

Surveys- Member Satisfaction

PARTICIPATION IN TREATMENT

72% of Youths and 94% of Parents/Guardians Strongly Agree or Agree:

Youth and parent helped to choose youth's services.

Youth and parent helped to choose youth's treatment goals.

Youth and parent participated in youth’s treatment.

Surveys- Member Satisfaction

CULTURAL SENSITIVITY

89% of Youths and 97% of Parents/Guardians Strongly Agree or Agree:

Staff treated me with respect.Staff respected my family’s religious/spiritual

beliefs.Staff spoke with me in a way that I understood.Staff were sensitive to my cultural/ethnic

background.

Surveys- Member Satisfaction

OUTCOMES OF SERVICES

75% of Youths and 68% of Parents/Guardians Strongly Agree or Agree:

As a result of services received, youth better able to cope with1. Daily Life2. Problems

ANDAs a result of services received, youth has improved1. Family Relationships2. Friendships and Relationships with Others3. School / Work Performance4. Participation in Meaningful Activities

ANDAs a result of services received, youth and parent satisfied with family life

Surveys- Member Satisfaction

SOCIAL CONNECTEDNESS

76%of Youths and 94% of Parents/Guardians Strongly Agree or Agree:

As a result of services received:1. Youth and parent can talk to people who will listen and

understand.2. Youth and parent can talk to people about youth’s problems.3. Youth and parent would have necessary support in a crisis

from family or friends.4. Youth and parent participate in enjoyable activities with

people.

Monthly Data Submission

MANAGED CARE ENCOUNTER DATA

• SSN• Location Of Service• Start Date and End Date• Federal ID of Provider• Diagnosis• Procedure Code• Units of Service• Amount Paid• EOB Date

Monthly Data Submission

SHORT-DOYLE ENCOUNTER DATA

• SSN• Start Date and End Date• Diagnosis• Procedure Code• Units of Service• Amount Paid

QUESTIONS