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AIM: Reducing No-shows
• 60% show rate to 80% show rate• Focus on individual therapy sessions• See changes in following as result:– Increased revenue – Increase in successful outcomes for clients
CHANGE (DO) Utilized electronic record &
walk-in concept to manage no-shows
• Flagged clients for next appointment (began with day prior then moved to five consecutive days of reminders)
• After 2nd no-show, moved client to walk-in status for individual appointments
• Established weekly team meetings to more quickly identify struggling clients
RESULTS: Increase in show rate from 58% to 82%
NEXT STEPS
• Roll out to rest of the therapy team• Roll out to non-medication assisted treatment• Roll out to other sites within the company
Possible Next Steps:1. Orientation group2. Walk-in assessments (medication-assisted)3. 2nd appointment scheduled within 3 days of first
IMPACT
• Increased revenue?– Yes. Record high for the site January 2012
• Increase in successful outcomes for patients?– Too soon to tell– Slight decrease January-March in LAA discharges
for MAT