2. AIM: Reducing No-shows 60% show rate to 80% show rate Focus on individual therapy sessions See changes in following as result: – Increased revenue – Increase in successful outcomes for clients

3. CHANGE (DO) Utilized electronic record & walk-in concept to manage no-shows Flagged clients for next appointment (began with day prior then moved to five consecutive days of reminders) After 2 nd no-show, moved client to walk-in status for individual appointments Established weekly team meetings to more quickly identify struggling clients

4. RESULTS: Increase in show rate from 58% to 82%

5. NEXT STEPS Roll out to rest of the therapy team Roll out to non-medication assisted treatment Roll out to other sites within the company Possible Next Steps: 1.Orientation group 2.Walk-in assessments (medication-assisted) 3.2 nd appointment scheduled within 3 days of first

6. IMPACT Increased revenue? – Yes. Record high for the site January 2012 Increase in successful outcomes for patients? – Too soon to tell – Slight decrease January-March in LAA discharges for MAT