Transcript Establishing a Change Objective February 2009 Follow-up Calls (Call #3) Based on the fall 2008 CATES Training Series Contra Costa County, San Bernardino.

Establishing a Change Objective
February 2009 Follow-up Calls (Call #3)
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
Agenda
1. This months topic: Establishing a
Change Objective
2. Q-A period
3. Sharing of walk-through and baseline
data gathering experiences
4. Open questions and comments about
process improvement
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Change Objectives:
A Management Responsibility
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Improvement is a management priority
Management shows support for change
Management sets the target for change
•
Frequent mistake: Management delegates
setting the target/objective to the change
leader or change team
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How to Decide What to Change?
• Review results of the walk-through
• Examine existing data related to program
performance and customer experience
• How does the data match up with agency
mission and goals?
• What are the priorities for improving
customer experience, engagement and
retention
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In the beginning…
Select 1 Priority
Examples include:
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Reduce wait time
Improve attendance
Increase service units
Improve continuation/retention rate
Better transition rates from 1 level of care
to the next
 Increase admissions
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Decide on a Measurable Target
for Your Top Priority
Examples…
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Percentage increase in attendance
Reduction in average waiting days
Number of average admissions
Percentage increase in units of service
delivered
• Percentage of clients in good standing
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Setting an Objective for your Target
• Make it behavioral/measurable
• Make it a challenge but achievable
• Make sure you have a method and staff in
place for measuring the change
• Plan to continue measuring throughout
the change process
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Typical Objectives
A. Reduce average wait time from 1st contact
to 1st face to face service from 10 days to
8 days (a 20% improvement)
B. Increase the rate of clients who participate
in 4 services during the 1st 30 days from
45% to 60% (a 33% improvement)
C. Increase the retention of residential clients
during the 1st week of care from 60% to
75% (a 25% increase)
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In Summary…
• Management sets improvement objective
• After reviewing priorities, 1 (and only 1)
change target is selected
• Baseline data and a change target are
included in the statement of the objective
• Plan to gather data and review it regularly
during the change process
• Make sure all involved clearly understand the
objective
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Next Steps
March 2009 Calls
5th at 2:00pm and 13th at 11:00 am
Topic:
Creating a Quick-Start Road Map to Plan
for Change
Check out the NIATx web site at www.niatx.net
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