ARISE Reminder Call PDSA

PDSA – What did you do and why? Reminder calls to clients the night before their appointments Reminder calls to clients the night before their appointments Main clinic only (no calls to clients in school based or satellite locations) Main clinic only (no calls to clients in school based or satellite locations) No doctors appointments No doctors appointments Adults only Adults only Identified by therapists as risk for no show Identified by therapists as risk for no show Calls were made to increase show rate Calls were made to increase show rate

Decision Support – What Happened and How do you Know?

Business Case and/or Strategic Advantage for the Organization Increase show rate results in greater revenue Increase show rate results in greater revenue Improved client engagement results in maximum treatment benefit Improved client engagement results in maximum treatment benefit Increased therapist job satisfaction Increased therapist job satisfaction Increased confidence in PDSA strategy for problem solving Increased confidence in PDSA strategy for problem solving

The Plan for Sustainability Reminder calls have been integrated into receptionist/front office duties Reminder calls have been integrated into receptionist/front office duties Therapists will use scheduling system to identify clients at risk for no show Therapists will use scheduling system to identify clients at risk for no show Present results at staff meetings to review ongoing effectiveness of calls Present results at staff meetings to review ongoing effectiveness of calls Consistent request of client for updated contact information Consistent request of client for updated contact information Appointments for the doctors will be included in future reminder calls Appointments for the doctors will be included in future reminder calls

Cultural Impacts/Considerations Phone calls to increase show rate cannot always be effective in the population we serve as phone service is frequently changed or shut off Phone calls to increase show rate cannot always be effective in the population we serve as phone service is frequently changed or shut off Phone calls are not always a desirable way to reach our clients due to DV issues, custody issues and other circumstances Phone calls are not always a desirable way to reach our clients due to DV issues, custody issues and other circumstances