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Keep in Touch with Clients on the Waiting List

Problem:

Clients on the waiting list sometimes cannot be reached or are no longer interested in entering treatment when a bed becomes available.

Solution:

Keep in touch with clients on the waiting list to keep them engaged and to make sure that you know who will be ready to fill a bed when it becomes available.

Featured Stories

Perinatal Treatment Services in Seattle, Washington eliminated no-shows for admissions appointments (from 43 percent) and increased the occupancy rate to more than 97 percent consistently, by asking clients on the waiting list to call daily or at least weekly, so they would know who would be ready to begin treatment when the next bed opened up. They also offered informational tours to clients on the waiting list.

Lessons Learned

  • Have clients on the waiting list call in at least once a week to check in, find out how they’re doing and to ensure that you have good contact information to let them know when a bed becomes available.

Tracking Measures

Cycle Measure

No-show rate for admission appointments

Data Collection Form

No-show Tracking Spreadsheet

ActionSteps

Plan

  • 1. Collect baseline data to track the no-show rate for admission appointments.

Do

  • 2. For the next four weeks, ask clients on the waiting list to call weekly to check in and update contact information.
  • 3. Track and calculate the no-show rate for admission appointments.

Study

  • 4. Check the fidelity of the change. Was the change implemented as planned?
  • 5. Evaluate the change:
    • Did the no-show rate increase?
    • Did the occupancy rate increase?

Act

  • 6. Adjust the timing and check-in questions and re-test this promising practice for an additional two weeks.

Repeat this series of steps until all clients on the waiting list check in weekly.

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