1. CENTRALIZED SCHEDULING PROJECT Washington County Behavioral Health Division

2. 1. AIM (Plan) Decrease Hospitalizations (Lifespan Clinic) Increase Clinician Productivity from 70 to 90 hours per month Decrease Client No Show Rate by 10% (from 33% to 23%)

3. 2. Change (Do) Implemented a Centralized Scheduling System for Lifespan  Tasked Reception staff with all psychotherapy scheduling  Tasked Reception staff with intake paperwork processing  Implemented Reminder Calls for psychotherapy appointments

4. Results:11% No Show Rate Reduction

5. Results:23.4% Increase in Clinician Productivity

6. Results-Improved Financial Outcomes (T19 only)

7. Results-Decreased Hospitalizations

8. 5. Impact Increased Productivity Decreased No Show Rate Increased Revenue Clinician phone calls have decreased dramatically-phone tag with clients for scheduling is no longer needed Clients have an easier time scheduling The process moves clients to care faster WA County staff from different disciplines worked together, learned the PDSA model and improved a key process

9. 4. Next Steps Continue to build an efficient and welcoming front door  Further develop Reception skill, assure manageable workload and standard welcoming practices  Scan new client packets immediately into the EMR (stop moving so much paper)  Test Reminder Texts with sample of clients  Monitor productivity and assure the standard is appropriate per community need and staff  Design systematic and accurate data collection process