Clients and staff spend too much time on paperwork during transitions between levels of care.
Streamline the paperwork process between the referral source and program to eliminate duplication of effort.
Central New York Services in Syracuse, New York increased referrals by 86 percent by condensing and eliminating paperwork for internal referrals. The referring counselor completed the assessment and referral paperwork.
SSTAR in Fall River, Massachusetts increased the average daily census on its Dual Diagnosis Services Unit from 13.86 to 15.86 by streamlining the process for admission for five priority hospitals that were making appropriate referrals. They eliminated the requirement of a records review for an admission decision, although records still were needed for coordination of care. The five priority hospitals also had access to a telephone “hotline” that the admissions clerk answered on a portable phone which she kept with her at all times. For further information, see the SSTAR case study.
Cycle Measure
Percentage of referred clients who were admitted
Data Collection Forms
Referred Clients Admitted Tracking Form (Transition Clients)
Plan
Do
Study
Act
If this change was not an improvement and you can’t make it work, abandon this practice and test other promising practices that might be more successful in your setting.
Palladia, Inc. in New York, New York improved communication between residential and outpatient staff by sending the discharge application from residential treatment to the outpatient program thirty days before the client was discharged. They also transferred the clients’ files so that outpatient counselors could read about the client’s experience in residential care. For more information about this and other changes that Palladia made, see Palladia’s case study.
The Patrician Movement in San Antonio, Texas increased the percentage of clients who continued from residential treatment to outpatient care from 10 percent to 30 percent, by changing their procedures to transfer client paperwork from residential treatment to the outpatient program, and by making other changes.
Signal Behavioral Health Network in Denver, Colorado reduced the steps in the authorization and referral process.
STEP 2 in Reno, Nevada decreased the risk that clients would drop out of treatment because they were not in the most appropriate level of care for a week while their paperwork was processed. They streamlined the application process for transitioning clients from intensive outpatient treatment to outpatient care.