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Conducting an Agency Walk-Through December 2008 Follow-up Calls (Call #1)

Conducting an Agency Walk-Through December 2008 Follow-up Calls (Call #1). Based on the fall 2008 CATES Training Series Contra Costa County, San Bernardino County, & Sutter County October 24, November 7, and November 14, 2008. Call Facilitators: Beth Rutkowski, MPH, and Sherry Larkins, Ph.D.

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Conducting an Agency Walk-Through December 2008 Follow-up Calls (Call #1)

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  1. Conducting an Agency Walk-ThroughDecember 2008 Follow-up Calls (Call #1) Based on the fall 2008 CATES Training Series Contra Costa County, San Bernardino County, & Sutter County October 24, November 7, and November 14, 2008 Call Facilitators: Beth Rutkowski, MPH, and Sherry Larkins, Ph.D. UCLA Integrated Substance Abuse Programs/Pacific Southwest Addiction Technology Transfer Center UCLA

  2. The Walk-Through One way of seeing services from the customer’s perspective

  3. The Walk-Through • Decision-makers play role of clients seeking help for a substance use problem • From 1st contact thru 3rd appointment, including paperwork • Follow the steps on the instruction sheet for “Conducting a Walk-Through” at www.NIATx.net (click the Process Improvement button)

  4. Steps in the Walk-Through • Select two people to play the roles of "client" and "family member" • Let the staff know in advance that you will be doing the walk-through • The walk-through begins with a customer's first contact with agency • Go through the experience just as a typical client and family member would • Continue through the client’s 3rd contact

  5. More Walk-Through Steps • Note and record your observations and feelings • At each step ask what changes would improve the experience for the client, family member and staff • Make a list of the areas that need improvement along with suggested changes. Include the perspectives of the client, family member, and staff

  6. Impressions to record… • First contact • First appointment • The intake process • Transfer from one step to the next • What most surprised you • What you would most like to change

  7. Value of the Walk-Through • See services from a new perspective • We make assumptions about how services are being delivered that may not reflect what actually happens • Identifies low-cost opportunities for improvement that can make a big difference in engaging and retaining clients

  8. Examples of Walk-Through Learning • Telephone answering protocol • Information needed to provide assistance at first contact • Wait time and availability of services • Need to address access barriers • First impression of facility • “Welcoming” nature of the 1st encounter • Helpfulness of the intake/assessment process • Smoothness of transition from one level of care to another

  9. January 2009 Calls8th at 2:00pm and 16th at 11:00 am Next Steps Topic: Collecting and Analyzing Baseline Data Check out the NIATx web site at www.niatx.net

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