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Scheduling enhancements reduce client wait times and improve reception

Agency: Ohio Department of Mental Health & Addiction Services
Project Type: Green Belt
Process: Nursing Appointment Scheduling
Team Name: Twin Valley Behavioral Healthcare Community Support Network
Project Leader: Zachary Frost
Team Members: Ed Desmond (Sponsor), Zach Frost (Team Leader), Tina Goble, Patricia Boyd, Joy McFadden RN, Gina Price RN
When: 2015
Contact: Zachary Frost
Phone: 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.

Biggest Change:
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.

Other Changes:
Client requests are better delegated.

Steps - Baseline: 21
Steps - Projection: 13

Redirected hours - Actual: 221

Posted January 15, 2016

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January-December 2015

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