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Conducting a Walk-Through

Conducting a Walk-Through. Steve Gallon, Ph.D. NIATx Process Improvement Coach. Reduce Waiting & No-Shows  Increase Admissions & Continuation. The Walk-Through. One way of seeing services from the customer’s perspective. 2.

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Conducting a Walk-Through

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  1. Conducting a Walk-Through Steve Gallon, Ph.D. NIATx Process Improvement Coach Reduce Waiting & No-Shows  Increase Admissions & Continuation

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

  3. 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 NIATx.net (click the Process Improvement button) The Walk-Through 3

  4. 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 Steps in the Walk-Through 4

  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 5

  6. 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 Impressions to record… 6

  7. 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 Value of the Walk-Through 7

  8. 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 Examples of Walk-Through Learning 8

  9. Collecting Baseline Data July Calls24th at 2:00 pm and 25th at 11:00 am Check out the NIATx web site at www.niatx.net 9

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