Transcript Rock County Connections Line: Accessing a Piece of the Rock

Accessing a Piece of the Rock
Rock County Human Services
Change 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)
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30 days = 25
60 days = 13
Change: Streamlining our
Intake Process
PDSAs
Increase availability for intake assessments
Create single point of access line
Determined initial criteria for screening
Revision of Screen
Revision of Staffing Patterns
Client seeks help
Connections line
Hospital Liason
Connections line worker
What services are needed
psychiatry
counseling
case management
Barriers to Services
Insurance
level of care needs
compliance
Clinical and system risk
institutionalization
Safety
functional impairment
Effective?
Big Aim = not so much (up from 3.5 to 4.4/mo)
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30 day  25 to 15
60 day  13 to 9
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Psychiatry time
Crisis Stabilization
Volume
Little Aim = Yes!
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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 staff
Division Manager to take over
sustainability management
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Out patient services, Crisis, Stabilization
Expand services across division
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Include Kids
Determination of Intake Unit and
physical space/location
Impact
Client experience
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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