1. ADCARE OUTPATIENT SERVICES of WORCESTER Support for This Project Was Provided by NIATx Through a Grant From the National Institute on Drug Abuse.

2. Evaluating same day service – How did AdCare Hospital do it? Jane Jolly Director of Outpatient Operations Jack Marhoney Community Service Representative AdCare Hospital of Worcester Worcester, Massachusetts

3. AIM (Our Field of Dreams) Respond quickly to request for help. Decrease wait time to appointment. Increase show rates to assessments. Increase new patient volume.

4. How We Planned To Do This The 5 key principles A multi-disciplinary team A systematic approach 1.Define the problem 2.Generate solutions 3.Implement solutions 4.Evaluate solutions 5.Repeat the four steps above until the problem is solved

5. The Key Principles Understand the patient Keep the CEO happy Pick a strong change leader Be innovative Test the results

6. What We KnewWhat We Wanted Same day service helps an organization to … Respond immediately to clients who are seeking treatment. Increase client participation in treatment. Eliminate no-shows with walk-in hours.

7. The Team And Their Ideas Brainstorming (NGT). Maximize access by redesigning systems to offer open access. Redeploy clinical staff. Streamline scheduling. Reduce paperwork. Automate system.

8. RESULTS (Study) PrePost Wait Time (days) 7.671.37 Show Rate 63%85%

9. The Business Case PrePost Intakes 157207 Units of Service 30803519 Increase Revenue $$$$ 14%

10. NEXT STEPS (Act) Measured conversions from assessment to treatment. Re-captured clients that do not convert from assessment.

11. 35% did not show for first session. Created tracking system and re- engaged 75% of clients. 2200 additional units of service. You May Not Always Get It Right the First Time

12. Increased business Made CFO happy Positive ripple effect for patient, their families and the community at large. WIN WIN FOR ALL INVOLVED!!!