Case Management Redesign (Specialty Psychiatry)
Challenge: Improve case management operational efficiency and improve patient outcomes for the specialty psychiatry population
Results/Outcomes:
Quality Improvement (Care Coordination/Care Transitions)
25% increase in 7-day follow-up rates and 16% increase in 30-day follow-up rates
24% increase in annual diabetes screening rates
Operational Efficiency
Completion of over 100+ referrals every month (across 20 types of referrals)
35% of referrals completed on the same day
Urgent and Routine referrals completed within 37 days on average
Lessons Learned
Always discuss, investigate, analyze, ask before deciding on a solution
Be a servant leader (encourage, care, nurture, listen and don’t create friction amongst the team)
Root cause analysis is your weapon
Lean on the subject matter experts (SMEs) on your team. The data and process tells part of the story but the people in the trenches tell the rest of it (stakeholder interviews)
Core Team: Executive & Psychiatry Leadership, Case Management Team & Manager, Performance Improvement Team, Business Analytics
Timeline: 8 weeks
Approach
Week 1: Define
Project Kick-off/Alignment
Case Management Overview
Project Charter
Project Plan
Week 2: Measure
Current State Assessment
Stakeholder Interviews
Current State Process Maps
KPIs and Data Requests
Week 3: Analyze
Data Analysis
Accurate/Complete Data
Clarify Inconsistencies
Data Findings
Week 4: Design and Improve
Rapid Improvement Event with Core Team
Current state (process maps, performance metrics, stakeholder Interviews)
Root Cause Analysis
Brainstorm Solutions
Impact-Effort Matrix
Action plan
Week 5: Implementation
IT/EPIC Enhancements
SPS Case Worker Tools/Process
Skills Used
Lean Six Sigma, Project Management, Excel, Powerpoint, Word, Data Analysis, Brainstorming, Gemba Walks, Root Cause Analysis, Impact Effort Matrix, Stakeholder Buy-in, Kaizen, Rapid Improvement Event (RIE), etc.
