The length of time an individual waits between first point of contact and when they get notified about whether they are accepted into the Bridges Trusteeship Service.
Aim: By August 31, 2017, we will reduce the number of median days waiting for individuals between the submission of referral and notification of a decision by 20 percent.
EQIP Support to the Project
- QI coach: Laura Daly-Trottier
- Data Coach: Alexandra Clement
It can take a lot of effort for someone with a mental health issue to reach out for the services they need. So when they do, they expect the services to be responsive. It’s hard to wait 1.5 to four months to find out whether you’ve been accepted into the service.
CMHA Nipissing Regional Branch recognized that the time it took them to notify a client about whether they would be accepted by the Bridges Trusteeship Service was too long, and inconsistent at best. For them, the EQIP initiative was the opportunity to do something about this problem.
To tackle a process challenge, starting with a process map was an obvious first step. It was a highly visual way to see what was happening between the client’s first point of contact, and when the Bridges Service was reconnecting with them to notify them of acceptance or non-acceptance.
The map showed a total of 16 steps, of which only two were value added steps. Based on their findings, they decided to dig deeper and truly understand the client experience using two Experience-Based Co-Design (EBCD) methods – a questionnaire with 15 clients and in-depth interviews, captured on video, with three to 5 clients.
According to Daly-Trottier, “We want to be certain we would be focusing our improvement efforts on the right areas.” From these two activities, they’ll create an Emotion Map, showing the clusters of positive and negative emotions and what triggered those emotions.
Once their EBCD activities are complete, they’ll take the findings from both the staff process and the client process to guide their change ideas, to focus on improvements that will make this service better for clients.
Through their QI work so far, it’s clear that this program addresses an expressed client need in the community. Adding to the pressure on the program is that no other agency offers voluntary trusteeship services.
Through the EQIP project, CMHA Nipissing Region Branch is now tackling the root causes including the fact that the program is not user-friendly, and that data entry can’t be done in a meeting room when meeting with a client. And by using the QI tools, the team was able to break down the problem into bite-size pieces, and they have the tools to make sure the solutions are effective before fully implementing them.
The team is now using these tools to work through the larger changes happening at the branch. And that means improved services for people with mental health and addiction problems in Nipissing Region.
“We will use these tools for a long time.”