1. Using the NIATx 5x5 Presentation Model Telling Your Story

2. New realities5x5 ? SampleQ & A

4. Reality #1: message filtering

5. 1970 = 500 to 2,500 messages per day Today = 3,000 to 5,000 messages per day

6. Reality #2: attention span

7. Listening to a presentation 7 minutes An Average Adult Attention Span Surfing the internet 9 seconds

8. Your audience is asking you (the presenter) for two things…

9. 1. Present the key points 2. Be brief

10. Five minutes to present five Power Point slides which tell your story of your change project. 1. Aim (Plan) 1. Aim (Plan) 2. Change (Do) 2. Change (Do) 3. Results (Study) 3. Results (Study) Title Slide 4. Next Steps (Act) 4. Next Steps (Act) 5. Impact (Lessons Learned, etc. ) 5. Impact (Lessons Learned, etc. )

12. 5x5 Presentation Role Play I am a change leader at Wilson County Behavioral Health Services You are a staff member at Wilson County Behavioral Health Services We will time and discuss each slide of the change project 5x5 presentation.

13. Operation: Red Carpet Service Change Team Steve, Amy, Michelle, Laura, Carl Customer walk-ins welcomed! Change Project Title Wilson County Behavioral Health Services

14. The Customer Service Improvement Project Change Project Title Wilson County Behavioral Health Services

15. Decrease wait time between 1 st contact and 1 st treatment for IOP* clients from 16 days to 5 days. This is a 69% improvement goal. Location is the Oakdale IOP office. Length of the change project is May-July, 2010. AIM Project Aim *IOP = Intensive Outpatient

16. CHANGE 1) Eliminated old procedure of scheduling intakes with clinicians weeks in advance. 2) Established daily walk-in orientation group between 9am – 10am. Changes we made: Contact with clinician. Program orientation. Intake appointment IOP clients can now have same day: These changes had a positive impact on customers. Clients enter the IOP program NOW, when they are motivated!

17. Wait time decreased from 16 to 3.5 days. RESULTS Wait time between 1 st contact and 1 st treatment Days Months MAY JUNEJULY 5 10 15 20 Baseline 16 days Change Project Wait Time 78%

18. Adopt daily walk-in orientation as standard procedure at the Oakdale office. Create a sustainability plan to maintain the improvement. Expand the walk-in orientation pilot test to our Smithville office. NEXT STEPS

19. 84 more clients seen per year $29,016 in added revenue per year Reputation for same day service IMPACT (Business Case, Efficiency, Lessons Learned, Etc.)

20. STORYBOARD on 30”x40” foam core 1. Aim 2. Change 3. Results Title Slide 4. Next Steps 5. Impact