1. Reduce Waiting & No-Shows  Increase Admissions & Continuation www.NIATx.net Welcome Reduce Waiting & No-Shows  Increase Admissions & Continuation

2. www.NIATx.net 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

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

4. Reduce Waiting & No-Shows  Increase Admissions & Continuation www.NIATx.net 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.

5. Reduce Waiting & No-Shows  Increase Admissions & Continuation www.NIATx.net 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.

6. Reduce Waiting & No-Shows  Increase Admissions & Continuation www.NIATx.net The Five Principles

7. Understand and involve the customer

8. Fix key problems that keep the CEO awake at night

9. Pick a powerful change leader

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

11. Reduce Waiting & No-Shows  Increase Admissions & Continuation www.NIATx.net Use Rapid Cycle Testing Act Plan Study Do PDSA

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

13. Reduce Waiting & No-Shows  Increase Admissions & Continuation www.NIATx.net

14. Reduce Waiting & No-Shows  Increase Admissions & Continuation www.NIATx.net