Accessing a Piece of the Rock

Rock County Human ServicesChange Team Members:

Amy Cottington, Sellers Bell, Tracey Bushaw, Marc Donalson, Heather Helgestad, Marnie Hess, Jessica

Horkheimer, Jennie Linley, Sue Maurer, Melissa Meboe, Linda Scott-Hoag, and Katherine Zakarias

Aim

Big: To reduce Re-Hospitalization rates (20%)by increasing access to an appropriate level of mental health services.Small: To reduce time from discharge to intake (4 week wait at baseline)Base line data showed re-hospitalization rates of 38 readmissions of 422 clients over 11 months (3.5 readmissions per month) 30 days = 25 60 days = 13

Change: Streamlining our Intake Process

PDSAsIncrease availability for intake assessmentsCreate single point of access lineDetermined initial criteria for screeningRevision of ScreenRevision of Staffing Patterns

W h at s erv ices a re n ee d edp sych ia tryco u ns e ling

ca se m a n ag e m e n t

B a rrie rs to S e rv ic esIn s u ra n ce

le v e l o f c a re n ee dsco m p lia n ce

C lin ic a l a n d s ys te m riskin s titu t io n a liza tion

S a fe tyfu n ctio n a l im p a irm e n t

C lie n t se e ks h e lpC o n ne c tio ns lineH o s p ita l L ia son

C o n n ec tio n s lin e w o rke r

Effective? Big Aim = not so much (up from 3.5 to 4.4/mo) 30 day 25 to 15 60 day 13 to 9

Psychiatry time Crisis Stabilization Volume

Little Aim = Yes! Wait times for assessment down from 4-2weeks Streamlined the intake process and removed from crisis

line Developed a screen Developing staffing

What Next?

Transfer call management to new staffDivision Manager to take over sustainability managementOut patient services, Crisis, Stabilization

Expand services across division Include Kids

Determination of Intake Unit and physical space/location

Impact

Client experience Clear appointment time at time of discharge or call

for help Shortened time from request to assessment (4-2

weeks on average) Receive resources indicated via screen Simpler experience when seeking help

Infrastructure was Refined for a Single Point of Entry