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Using the NIATx 5x5 Presentation Model
Telling Your Story
New realities 5x5 ?
Sample Q & A
Reality #1: message filtering
1970 = 500 to 2,500 messages per dayToday = 3,000 to 5,000 messages per day
Reality #2: attention span
Listening to a presentationListening to a presentation77 minutes minutes
An Average AdultAttention Span
Surfing the internetSurfing the internet99 seconds seconds
Your audience is asking you (the presenter) for two things…
1. Present the key points
2. Be brief
Five minutes to present five Power Point slides which tell your story of your change project.
1. Aim(Plan)1. Aim(Plan)
2. Change(Do)
2. Change(Do)
3. Results(Study)
3. Results(Study)
Title SlideTitle Slide
4. Next Steps(Act)
4. Next Steps(Act)
5. Impact(Lessons Learned,
etc. )
5. Impact(Lessons Learned,
etc. )
5x5 Presentation Role Play
I am a change leader atWilson County Behavioral Health Services
You are a staff member atWilson County Behavioral Health Services
We will time and discuss each slide of the change project 5x5 presentation.
Operation: Red Carpet Service
Change Team
Steve, Amy, Michelle, Laura, Carl
Customer walk-inswelcomed!
Change Project Title
Wilson County Behavioral Health Services
The Customer Service Improvement Project
Change Project Title
Wilson County Behavioral Health Services
• Decrease wait time between 1st contact and 1st treatment for IOP* clients from 16 days to 5 days.
• This is a 69% improvement goal.
• Location is the Oakdale IOP office.
• Length of the change project is May-July, 2010.
AIM
Project
Aim
*IOP = Intensive Outpatient
CHANGE
1) Eliminated old procedure of scheduling intakes with clinicians weeks in advance.
2) Established daily walk-in orientation group between 9am – 10am.
Changes we made:
• Contact with clinician.• Program orientation.• Intake appointment
IOP clients can now have same day:
These changes had a positive impact on customers. These changes had a positive impact on customers.
Clients enter the IOP program NOW, when they are motivated!
Wait time decreased from 16 to 3.5 days.
RESULTS
Wait time between 1st contact and 1st treatment
Da
ys
MonthsMAY JUNE JULY
5
10
15
20
Baseline 16 days
ChangeProject
WaitTime
78%
• Adopt daily walk-in orientation as standard procedure at the Oakdale office.
• Create a sustainability plan to maintain the improvement.
• Expand the walk-in orientation pilot test to our Smithville office.
NEXT STEPS
84 more clients seen per year
$29,016 in added revenue per year
Reputation for same day service
IMPACT (Business Case, Efficiency, Lessons Learned, Etc.)
STORYBOARD on 30”x40” foam core
1. Aim1. Aim 2. Change2. Change
3. Results3. Results
Title SlideTitle Slide
4. Next Steps4. Next Steps 5. Impact5. Impact
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