Transcript Conducting an Agency Walk-Through December 2008 Follow-up Calls (Call #1) Based on the fall 2008 CATES Training Series Contra Costa County, San Bernardino.

Conducting an Agency Walk-Through
December 2008 Follow-up Calls (Call #1)
Based on the fall 2008 CATES Training Series
Contra Costa County, San Bernardino County, & Sutter County October
24, November 7, and November 14, 2008
Call Facilitators:
Beth Rutkowski, MPH, and Sherry Larkins, Ph.D.
UCLA Integrated Substance Abuse Programs/
Pacific Southwest Addiction Technology Transfer Center
The Walk-Through
One way of seeing services from the
customer’s perspective
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The Walk-Through
• Decision-makers play role of clients
seeking help for a substance use
problem
• From 1st contact thru 3rd appointment,
including paperwork
• Follow the steps on the instruction sheet
for “Conducting a Walk-Through” at
www.NIATx.net (click the Process
Improvement button)
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Steps in the Walk-Through
1. Select two people to play the roles of
"client" and "family member"
2. Let the staff know in advance that you will
be doing the walk-through
3. The walk-through begins with a
customer's first contact with agency
4. Go through the experience just as a
typical client and family member would
5. Continue through the client’s 3rd contact
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More Walk-Through Steps
6. Note and record your observations and
feelings
7. At each step ask what changes would
improve the experience for the client,
family member and staff
8. Make a list of the areas that need
improvement along with suggested
changes. Include the perspectives of the
client, family member, and staff
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Impressions to record…
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First contact
First appointment
The intake process
Transfer from one step to the next
What most surprised you
What you would most like to change
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Value of the Walk-Through
• See services from a new perspective
• We make assumptions about how
services are being delivered that may
not reflect what actually happens
• Identifies low-cost opportunities for
improvement that can make a big
difference in engaging and retaining
clients
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Examples of Walk-Through Learning
• Telephone answering protocol
• Information needed to provide assistance at
first contact
• Wait time and availability of services
• Need to address access barriers
• First impression of facility
• “Welcoming” nature of the 1st encounter
• Helpfulness of the intake/assessment
process
• Smoothness of transition from one level of
care to another
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Next Steps
January 2009 Calls
8th at 2:00pm and 16th at 11:00 am
Topic:
Collecting and Analyzing Baseline Data
Check out the NIATx web site at www.niatx.net
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