Scheduling enhancements reduce client wait times and improve reception
Ohio Department of Mental Health & Addiction Services
Nursing Appointment Scheduling
Twin Valley Behavioral Healthcare Community Support Network
Ed Desmond (Sponsor), Zach Frost (Team Leader), Tina Goble, Patricia Boyd, Joy McFadden RN, Gina Price RN
614-752-0333 ext. 5702
Clients were experiencing long wait times, which was leading to frequent inquiries and interruptions of reception staff. Twin Valley Behavioral Health serves adults with severe mental illness.
More nursing appointments are being scheduled in order to decrease walk-ins and thus reduce wait time. This can be difficult to do -- given their conditions and other factors, some clients refuse to schedule an appointment. But the results have been positive for clients and staff alike.
Client requests are better delegated.
Steps - Baseline:
Steps - Projection:
Redirected hours - Actual:
Posted January 15, 2016
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