Reduce Waiting & No-Shows  Increase Admissions & Continuation Welcome Reduce Waiting & No-Shows  Increase Admissions & Continuation

NIATx Mission To improve care delivery to help people live better lives To become the premier resource for systems and process improvement for behavioral health services

Reduce Waiting & No-Shows  Increase Admissions & Continuation Research-based Best Practices Field-tested by your peers Customer-focused Use data to measure effectiveness

Reduce Waiting & No-Shows  Increase Admissions & Continuation Why Process Improvement? Customers are served by processes. 85 percent of customer-related problems are caused by processes. You must improve your processes to better serve your customers.

Reduce Waiting & No-Shows  Increase Admissions & Continuation Why Organizational Change Small changes do increase client satisfaction. Satisfied clients are more likely to show up and continue their treatment. More clients in treatment make your work more rewarding. More admissions and fewer drop-outs improve the bottom line.

Reduce Waiting & No-Shows  Increase Admissions & Continuation The Five Principles

Understand and involve the customer

Fix key problems that keep the CEO awake at night

Pick a powerful change leader

Get ideas from outside the field Gilda’s House Auto Sales Rooms Restaurants Wal Mart Video conferencing Doctor’s, Dentists, Hair Salons

Reduce Waiting & No-Shows  Increase Admissions & Continuation Use Rapid Cycle Testing Act Plan Study Do PDSA

Reduce Waiting & No-Shows  Increase Admissions & Continuation The most important principle: “Know and understand your customer.”

Reduce Waiting & No-Shows  Increase Admissions & Continuation

Reduce Waiting & No-Shows  Increase Admissions & Continuation