Transcript Removing System Barriers to Access and Retention in Opioid Treatment Programs Overview Kim Johnson, MBA NIATx Deputy Director.

Removing System Barriers to
Access and Retention in Opioid
Treatment Programs
Overview
Kim Johnson, MBA
NIATx Deputy Director
1
Who Is NIATx?
• Research Center in Engineering
Department at University of Wisconsin
• Focus on Process Improvement in
addiction treatment agencies
• Four Aims
• Five Principles
2
What Do You Mean by Process
Improvement?
• Customers are served by processes
• 85% of customer related problems are
caused by problems with processes
• In order to improve customer service,
we must improve our processes
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Four Aims
• Reduce wait times
• Reduce No shows
• Improve continuation
• Increase number of admissions
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Five Principles
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Understand the customer
Fix key problems
Choose a strong change leader
Get ideas from outside the organization
Use rapid cycle testing
Understand the Customer
• Most important of all principles
• Need to understand the customer
experience of services as well as
customer need
• Use walk through, focus groups, surveys
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How to do a Walk Through
• Choose a process to walk through
(phone screening, intake/assessment,
dosing, counseling etc.)
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How to do a Walk Through
Make up a story for yourself and have a
family member involved in the process
to help record and observe the process
(I am a 25 year old prescription drug
addicted mother of two children driven
to treatment by the child welfare
system…..)
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How to do a Walk Through
“Walk through” the process you have
chosen as the client you have chosen
and record the experience.
What did you feel?
What made sense?
What didn’t?
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How to do a Walk Through
You can step out of role and ask staff why they
are doing something a particular way.
You are looking for process issues, not trying to
catch staff making mistakes.
Go with open eyes. If you had never been
through this process before would the
language make sense, do the steps make
sense, would you actually use your services?
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Project
Applications are due April 29
Applications require a walk through
We are going to accept as many as we
can based on travel costs and coach
time
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Questions?
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www.NIATx.net
Reduce Waiting & No-Shows  Increase Admissions & Continuation