MyGarrettCounty.com

Strategy #1: Increase the number of people accessing crisis services by promoting the services through varies resources. .

ABOUT

Problem Statement

Urgent Care Contacts.

Aim / Overall Goal / Desired Result

Improve Urgent Care Contacts (walk in and/or phone calls) to 10 per month by June 30, 2022.

Change Idea

With the help of advertisement and marketing of this service, BH might have 10 crisis contacts per month.

PDSA Objective

The objective is to increase the number of crisis contacts completed by BH.

PDSA Cycle Number: 1

Estimated PDSA Implementation Timeline

From 2021-07-01 to 2022-06-30

What questions do you want answered for this change?

Did advertising and marketing this service assist BH in having 10 crisis contacts per month?

PLAN

Predict what will happen when this test is carried out:

BH will average 10 crisis contacts per month.

List the tasks needed to set-up this change: (Please include the person responsible, when the task is to be completed, and where the task is to be completed for each task.)

Advertisements Marketing Crisis information added to Brochures.

Related Improvement Measure:

Crisis Services

DO

Describe what happened when you ran the test:

For this project, we have monitored the number of monthly crisis contacts beginning this fiscal year (July 1, 2021). Since that time the monthly crisis contacts have been the following: July-11, August-8, September-7, October-28, November-33, December-19, January-16, February-24, March-25, April-20, May-22 and June-25.

STUDY

Describe the measured results, and how they compared to the predictions:

As a result, the changes implemented (advertisement and marketing) appear to have had a positive overall impact.  We continued to monitor the number of crisis contacts on a monthly basis through June 2022.

ACT

Describe what modifications in the plan will be made for the next cycle from what you learned:

At the end of this project, as a result of changes implemented, crisis contacts increased. So the tasks we added were successful in helping us reach the 10 crisis contacts per month. We have continued to have at least 10 per month. So we feel we have achieved the desired outcome. Therefore this CQI project will end on June 30, 2022.

ABOUT

Problem Statement

Improve the percentage of BH kept appointments in the office setting.

Aim / Overall Goal / Desired Result

Increase the percentage of Kept appointments in the office setting from FY 2022 5% in FY 2023 (9,698).

Change Idea

With the aid of various reminder contacts, BH Kept appointments will increase by 5% in FY-2023.

PDSA Objective

1. The objective is to increase the percentage of Kept BH Office appointments.

PDSA Cycle Number: 1

Estimated PDSA Implementation Timeline

From 2022-07-01 to 2023-06-30

What questions do you want answered for this change?

1. Did using various contact methods to remind clients of their appointments assist BH in increasing the percentage of Kept appointments?

PLAN

Predict what will happen when this test is carried out:

1. BH will increase the percentage of Kept appointments by 5% (462) over FY 2022.

List the tasks needed to set-up this change: (Please include the person responsible, when the task is to be completed, and where the task is to be completed for each task.)

1. BH front desk staff will call clients to remind them of their scheduled appointment.
2. Reminders may be sent through Pat Trac 2.0 via text message.
3. Counselors/Therapist may call/text clients on their own to remind them of appointment.

Related Improvement Measure:

Behavioral Health Appointments Kept

DO

Describe what happened when you ran the test:

For this project, we will continue to monitor the percentage of monthly kept appointments and compare them to FY 2022 via MyGarrettCounty.com.

STUDY

Describe the measured results, and how they compared to the predictions:

1. First Quarter Report (July--September): FY 22: Kept appts: 2613; FY 23 Kept appts: 1989.
2. Second Quarter Report (October--December): FY22: Kept appts: 2061; FY 23 Kept appts: 2049.
3. Third Quarter Report (January--March): FY 22: Kept appts: 2356; FY 23 Kept appts: 2847.
4. Fourth Quarter Report (April-June): FY 22: Kept appts 2206; FY 23 Kept appts: 2944.
5. Overall Report: FY 22 Kept appt Total was 9236 and FY 23 Kept appt Total was 9829. We subtracted 9236 from 9828 which equaled 593. Then we divided 593 by 9236 (FY 22 Total) and got .06% (Goal achieved).

ACT

Describe what modifications in the plan will be made for the next cycle from what you learned:

The tasks we implemented in FY, helped us to achieve our goal of improving kept appointments by 5 percent in FY 23 over FY 22. Even though we achieved our goal, the BH CQI Team has decided to have another cycle to ensure the tasks implemented continue to have the desire outcome.

ABOUT

Problem Statement

Determined whether or not BH Kept appointment strategies implemented  in Fiscal 2023 continue to provide the desired outcome.

Aim / Overall Goal / Desired Result

Continue to maintain and/or increase  the percentage of BH kept appointments in the office setting over the first half of Fiscal 2023.

Change Idea

With the aid of various reminder contacts, BH Kept appointments will be maintained and/or increase in the first half of Fiscal 2024 over the first half of Fiscal 2023.

PDSA Objective

1. The objective is to maintain and/or increase the percentage of Kept BH Office appointments during the first half of Fiscal 2024 over Fiscal 2023.

PDSA Cycle Number: 1

Estimated PDSA Implementation Timeline

From 2023-07-01 to 2023-12-31

What questions do you want answered for this change?

1. Did the on-going use of various contact methods to remind clients of their appointments assist BH in maintaining and/or increasing the percentage of Kept appointments during the first half of Fiscal 2024 over Fiscal 2023 (same time frame)?

PLAN

Predict what will happen when this test is carried out:

1. BH will maintain and/or increase the percentage of Kept appointments during the first half of Fiscal 2024 over Fiscal 2023 (July-December).

List the tasks needed to set-up this change: (Please include the person responsible, when the task is to be completed, and where the task is to be completed for each task.)

BH front desk staff will call clients to remind them of their scheduled appointment2.. Reminders may be sent through Pat Trac 2.0 via text message. Counselors/Therapist may call/text clients on their own to remind them of appointment.

Related Improvement Measure:

Behavioral Health Appointments Kept

DO

Describe what happened when you ran the test:

For this project, we will continue to monitor the percentage of monthly kept appointments and compare them to the first half of FY 2023 via MyGarrettCounty.com.

STUDY

Describe the measured results, and how they compared to the predictions:

1. 1. First Quarter Report (July-September): FY 23 Kept Appts: 1989; FY 24 Kept Appts: 2671.
   2. Second Quarter Report (October- December): FY 23 Kept Appts: 2049; FY 24 Kept Appts: 2623.

ACT

Describe what modifications in the plan will be made for the next cycle from what you learned:

When reviewing the data, it appears we have continued to maintain if not improve our Kept Appointment sessions. It appears the tasks  we implemented worked initially and upon further review have continued to work. We will continue with the tasks we implemented during this QI project going forward.   

ABOUT

Problem Statement

Staff TIOA assessment results indicated a need for more training in the area of compassion fatigue/burnout.

Aim / Overall Goal / Desired Result

By August 31, 2026, we will have assessed and measured staff core competencies according to the Public Health Foundation standard via a Behavioral Health Unit survey, enabling us to address identified needs with appropriate evidence-based or emerging practice training.

Change Idea

With the aid of various staff core competencies measures, we will be able to determine areas of need for additional staff training.

PDSA Objective

Provide multiple trainings for direct care staff about trauma-informed practices to ensure a safe and supportive environment for clients, that will mitigate vicarious trauma (how working with trauma clients impacts staff members).

PDSA Cycle Number: 1

Estimated PDSA Implementation Timeline

From 2024-07-01 to 2026-08-31

What questions do you want answered for this change?

Did providing the training(s) to 75% of direct care staff help mitigate vicarious trauma?

PLAN

Predict what will happen when this test is carried out:

Direct care staff will be better suited to have on-going skills to work with trauma clients and will have a reduced risk of vicarious trauma.

List the tasks needed to set-up this change: (Please include the person responsible, when the task is to be completed, and where the task is to be completed for each task.)

1. BH Staff survey/CLAS; QI Team/John Corbin; November 22, 2024; GCHD
2. Trauma Informed Organizational Assessment; Healing System Team; December 6, 2024; GCHD

Related Improvement Measure:

No related measure has been set yet. Please connect this Quality Improvement project to a raw data measure.

DO

Describe what happened when you ran the test:

1. First Training–Trauma Informed Care Summit was held on May 27, 2025. It was attended by 12 of 19 direct care staff members. It was attended by 63% of eligible staff members.
2. Second Training– Decrease Stress and Vicarious Traumatization While Increasing Self Care scheduled for April 20, 2026. This training was attended by 14 of 19 direct care staff members (~73%)
3. Total staff members who attended at least one trauma training was 73 %.

STUDY

Describe the measured results, and how they compared to the predictions:

We are hoping to have 75% of direct care staff attend one or both of the training sessions on vicarious trauma.  After the conclusion of both trainings, we had an overall attendance of 73% of staff members that attended one or both of the training sessions that were offered.

ACT

Describe what modifications in the plan will be made for the next cycle from what you learned:

Behavioral health plans to continue to provide ample supervision opportunities (individual, group, etc.). During monthly case collaboration, staff will be encouraged to share concerns related to vicarious trauma, transference, countertransference, and other ethical concerns. Trauma informed care training will continue to be provided and available to staff regularly. This QI project is concluded as of 9/1/2026.