People don’t know about the services you offer.
Publicize your new and improved services, including your waiting time and continuation rates.
Daybreak Youth Services in Spokane, Washington increased private bed days from just under 6 bed days/month to over 12 bed days/month between July and November of 2008 by publicizing and marketing their services, including information about their program on a website, which had a downloadable intake/admission packet and information request form. They also visit probation offices throughout Washington to put human faces on Daybreak admissions and clinical staff, to highlight what they do well through inquiry and conversation, and to find out what referrers like about what they do (so they can do those things more) and how they might assist the referrers and their clients further. They also send referrers a newsletter that includes success with NIATx Aims, thank you letters, and gifts (e.g., appointment books with the Daybreak logo).
Central New York Services in Syracuse, New York increased admissions by 52 percent and increased assessment appointments by mailing and faxing a one-page flyer describing their intake process and services to other providers, hospitals, schools, probation officers, parole boards, criminal justice centers, the Department of Social Services, child protective services, and others. They obtained a list of potential referral sources from their county and added to it for surrounding counties. The additional billable units of service that resulted from this change more than covered the cost of producing and mailing/faxing the flyers.
Cycle Measure
Percentage of referred clients who were admitted
Data Collection Forms
Plan
Do
Study
Act
If this change was not an improvement and you can’t make it work with the selected referral source, try a different publicity strategy or referral source or abandon this practice and test other promising practices that might be more successful in your setting.
WASTAR in Reno, Nevada attracted more funding by including their success stories about reducing waiting time and increasing continuation when they applied for grants or did fund raising activities.
Senior Hope Counseling in Albany, New York increased admissions initially from 10 to 40 admissions per month, leveling off to 12 admissions each month after a story about their treatment program that specializes in seniors 50 years old and older was published in the local newspaper. This helped publicize their program.