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

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 2nd no-show, moved client to walk-in status for individual appointments

• Established weekly team meetings to more quickly identify struggling clients

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

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 group2. Walk-in assessments (medication-assisted)3. 2nd appointment scheduled within 3 days of first

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