Driving Organizational Performance through Business Analytics -- Part III. October 7, 2015

Transcription

1 Driving Organizational Performance through Business Analytics -- Part III October 7, 2015

2 Managing Change A People Process 2

3 3 Management Challenge

4 Management Best Practices 4

5 5 Unlock your EHR Potential

6 6 Analytics Rx Impact

7 Agenda 8:30 Management Overview Performance Management Demonstration Impacting Productivity Productivity KPI s, Consumer Engagement Demonstrations Non Compliance Cost Recovery Compliance at the Source Demonstration Enhanced Outcomes 9:50 Plugging Profit Leaks 7

8 8 Multi-Agency Focus

9 Stephen Christian Michaels, MA, LSW Chief Executive Officer Christian x438 Heather Duncan, M.Ed., LPC, NCC, RN Director of Behavioral Health x520 Stephen Blaney, Founder & Principal Performance Associates International

10 Agency Impact After several "not so good" years followed by a very bad year, our underperforming Fee for Service programs had to change. We needed new tools to excel. In one year after the adoption of Best Practice Automation, our results are at a level way beyond our wildest expectations! Stephen Christian-Michaels, MA, LSW Chief Executive Officer 10

11 Consortium Results Prepare Intervene Close April 13 August October April 14 11

12 Ongoing Challenge Prepare Intervene Close 12

13 Agency Impact In our Fee for Service programs we have had ongoing staff issues meeting productivity, timely documentation and overall quality. Real-Time key performance indicator dashboards drive higher levels of staff performance. While quarterly performance reviews along with incentive payments sustain the improvement process. Stephen Christian-Michaels, MA, LSW Chief Executive Officer 13

14 Solution Overview 14

15 Real-Time Management Tools Clinical Expected Revenue Bill Units Billable Hours Billable Activities No Shows Qualitative Clinician Engagement Consumer Satisfaction No Show Rate Length of Stay Financial Clinician Compensation Clinician Benefits Overhead Expense Net Profit Compliance Documentation Authorizations Treatment Plans Program Variables 15

16 Business Intelligence Criteria Views Program Clinician Staff Consumer Payer Performance Standards Goals National Benchmarks Comparative Agency Benchmarks Quarterly Incentive Compensation Objective Performance Evaluations 16

17 Goal Setting thru Benchmarking 17

18 Game Changer Real-Time Management Tools -- Agency Analytics Productivity Automated Compliance Self-Audits at the Source Enhanced Outcomes Accountability Performance Based Incentives Impact 18 Stephen Christian-Michaels, MA, LSW Chief Executive Officer Heather Duncan, M.Ed., LPC, NCC, RN

19 Q & A 19

20 Management Overview 20

21 21 Boosting Performance Measure, Manage & Improve

22 Boosting Performance Measure, Manage & Improve High Performance Work Work processes, activities and solutions used to systematically pursue everhigher levels of overall organizational and individual performance: High performance work results in improved service delivery for clients and increased profitability. Quality Productivity Compliance Staff Growth & Development 22

23 Managements Role Define Success Develop Critical Success Factors Program / Prescriber / Clinician / Clinical Support & Functional Support Levels / Payer (Access Standards) Establish & Manage to Performance Standards Continuous Improvement Utilize Real-Time KPI s to Drive Change 23

24 Managements Role Smart Investment Program Reengineering Case Management Assertive Community Treatment Family Based Mobile Meds Outpatient MD Outpatient Therapy Partial DAS 24

25 Managements Role Smart Investment (cont.) Paper Forms Conversion Forms Paper Qualifacts Solution Outcomes Strength Based Assessment X X Forms/Process being Modified Add Qualifacts Signature Option Discharge/Transfer Summary X Progress Notes X Need Ability to Save Lose Notes if Disconnected Individual Service Plan X County Forms CANS & ANSA (Replaced Environmental Matrix) Protocol to Upload CANS/ANSA Reports Encounter Form 25 X To Do List (Requested over 1 Year Ago) Make Determination to Create E Forms w E Signature

26 Managements Role Smart Investment (cont.) Enabling Technology Tablet Notebooks Performance Based Incentives 26

27 Enable Success Coaching, Mentoring, Training & Development Engagement Core Competencies 27 ACT and CTT Assertive Community Treatment Case Management D&A Counseling Crisis Line Family Based Services Outpatient MD Outpatient Therapist Mobile Meds Nursing Open Access (Assessments) Partial Hospitalization (Adult & Child)

28 Managements Role Enable Success (cont.) Active Leadership Accountability at the Source Performance Standards Development Monthly Supervisor Performance Meetings Quarterly Incentive Payments Objective Performance Reviews (Quality, Compliance & Productivity) 28

29 Defining Success (Position by Position) 29

30 30 Driving Employee Performance

31 Performance Incentives 31

32 32 Objective Quarterly Evaluations

33 Performance Criteria Case Management Productivity Care Quality Compliance Attain 17.6 Bill Units/Day 80% or higher satisfaction on quality call check Service Plan Meetings (3 per quarter) Service Plan Completion 30 days initial/6 months Seeing or attempting to see consumers per threshold or matrix level Documentation 100% in 48hrs 33

34 Case Management Balanced Scorecard 34

35 Performance Incentives Performance Standards Quarterly Payout Incentive Exceeds Incentive Fully Meets Incentive Meets Basic Expectations Unsatisfactory 35

36 Performance Management Demonstration 36

37 Driving Productivity 37

38 38 Working Smarter not Harder

39 Beyond Customer-Led Where are the Opportunities to Exploit? 39

40 Opportunities Collaborative Documentation Consumer Engagement o Non-Engaged Consumer Management o Case Load Management Meeting Access Standards 40

41 Collaborative Documentation in the Clinical World Making the Leap From Post-Session Documentation to Collaborative Documentation Client Participation Client Benefit 41

42 Medical Necessity & Golden Thread Assessment Diagnosis Treatment Target Service Plan Goals Service Plan Objectives Interventions & Services Interactive Progress Note Documentation 42

43 Collaborative Documentation recognized as a billable therapeutic activity that supports a recovery oriented approach when practiced according to the guidelines 43

44 Collaborative Documentation Essential Elements for CD Are: 5. CD is clearly defined by the provider so that the individual is fully informed of the process and may choose to participate in CD. 6. CD is used to benefit the individual as a part of their recovery. 7. CD must clearly indicate that the documentation was collaboratively written with the individual. 8. CD shall occur within the scheduled time limit for the appointment or session. 9. Providers utilizing CD must have specific policies and procedures for using CD which include training for staff prior to the use of CD and ongoing supervision focused on fidelity. 44

45 Transaction Analyses Mobile Medication Prepare Intervene Close 45

46 46 Mobile Meds Activity Analyses

47 47 Case Management Activity Analyses

48 CD Productivity Impact Case Management 48

49 Case Management Productivity Impact 49

50 Case Management Service Delivery Opportunities Improved Service Delivery: Linking/Referring to available Community and Agency Resources Client Advocating Providing Wellness Coaching Updating Assessments and Service Plans Engaging in Problem Resolution Activities Informal Client Network Building Support Monitoring Participation In and Satisfaction of Mental Health Services Crisis Evaluation and Response 50

51 Case Management Increased Efficiencies Online Resource Directory 51

52 Return-On-Investment Mobile Meds 52

53 Productivity Demonstration 53

54 Embedding Engagement 54

55 55

56 56

57 Engagement Balanced Scorecard Therapeutic Alliance Highly individualized treatment based upon continuous client feedback: Goals Treatment Approach Counselor Client Relationship 57

58 Engagement Balanced Scorecard Therapeutic Alliance Essential Elements Agreement on the Goals of the Treatment Agreement on the Tasks Development of a Personal Bond made up of Reciprocal Positive Feelings Bordin

59 Engagement Engagement Survey 1) Were you satisfied with the outcome of your appointment today? Definitely Not Not Really Somewhat Completely 2) Did staff address your concerns/needs today? Definitely Not Not Really Somewhat Completely 3) I felt heard, understood and respected by the staff I saw today? Definitely Not Not Really Somewhat Completely Additional Comments: 59

60 60 Outpatient

61 61 Outpatient

62 62 Outpatient

63 63 Outpatient

64 Engagement Demonstration 64

65 Q & A 65

66 Non-Compliance Cost Recovery 66

67 W55 Boosting Your Bottom Line and Reducing Risk Through Automated Compliance Scott Douglass, MHA, Milestone Centers, Inc. Stephen Blaney, Performance Associates, International Shayna Sokol, LSW, Family Services of Western Thursday Pennsylvania 1:00 2:30 Seasons 2 67

68 68 Compliance Opportunities

69 Compliance at the Source -- Demonstration 69

70 Q & A 70

71 Outcome Quality Shift 71

72 Outcome Measurement Independent Information Sources ACT/CTT Satisfaction Survey Adolescent DAS Customer Satisfaction Survey Adult Partial Customer Satisfaction (Long) Adult Partial Customer Satisfaction (Short) Budget Management Discharge Satisfaction Survey (Short) FSWP Supervision Survey In Sync Service Planning Survey IS Customer Satisfaction Maintenance Work Order OP MD Internal Customer Satisfaction Survey OP MD Staff Survey Outcome Measurement Referral Source Survey Sanctuary Supervisor Survey SAP Satisfaction Survey Service Planning / Treatment Team Survey Time Management Work Plans & Performance Evaluations 72

73 73 Consumer Satisfaction

74 Plugging Profit Leaks 74

75 Software as a Service (SaaS) Microsoft Azure (Cloud Hosting) Active Directory Scalability Redundant Back-Ups HIPAA/HITECH Act Compliant SQL Database C# (Data Access Layer) HTML 5 / JavaScript / CSS 75

76 76 EHR Compatibility

77 77 Analytics Rx Impact

78 78 Special Offer