Outpatient CLINIC NEWS
August 2023
CLINIC UPDATES
Eligibility Specialist in clinic on Monday mornings from 8 a m to noon If someone drops off an application, please scan the packet to Eligibility at enroll@jpshealth org or leave them in the Eligibility office
Congratulations to TCHATT Case manager, Claudine Mukanyamwasa on the newest addition to your family, Celeste!
OP Social Services is fully staffed, and all therapists are at their individual, new locations as of 8/1/2023
Jessica Reyes, SW located at CBHR, has returned to work
Outpatient BH Clinic Employee of the Month - Alex Demba
Call Center: The Backbone of Outpatient BH
The Outpatient Behavioral Health Call Center consists of 10 Full-time patient access call center representatives (PACC’s), 4 PRN’s, a Team Lead and a Supervisor. The OP BH call center answers all incoming phone calls, complete refill requests, and completes "prior authorizations" for medications as well as verifications of benefits for new incoming patients They also handle the majority of scheduling for new patients, step down patients from PEC and TSP and self-referred patients. Additionally, they manage referral work ques for multiple service lines within outpatient behavioral health They conduct appointment reminder calls, manage all patient to provider messaging and coordinate communication with outside referral sources. Needless to say, they do quite a lot and they keep us running here in outpatient! We are so appreciative of our call center representatives and the immense amount of work they do to keep us running smoothly!
Our very own Executive Director, Teneisha Kennard said it best, referring to the call center as; “an incredible group of BH professionals who do a great job of representing us every day”
Alex serves as the project coordinator for TCHATT and has been with JPS for 9 years He is described as the “outward face” of TCHATT as he coordinates contracts with individual school districts and is their first point of contact with TCHATT His team shared, “After attending the TCHATT consortium conference, it has been evident that Alex has surpassed the program coordinator’s outreach goals within the first year, when others are STILL struggling to reach that goal 3 years later!” He is also described as a team player as well as friendly and responsive! We are so happy to have you on the OP BH Team! Your commitment, drive and dependability are valued by your team and the districts you serve!
EmployeeEngagement:TheSurveyhasArrived
We are excited to announce the Employee Engagement Survey has arrived! The survey period is August 21 to September 3 Your feedback is incredibly valuable to us, and we encourage each of you to participate in this survey to help us enhance our workplace environment and employee satisfaction The success of an organization is not only measured by its financial gains but also by the happiness and satisfaction of its employees
To make the survey even more exciting, the network is hosting a daily drawing with fabulous gifts for those who complete the survey Your participation not only contributes to the betterment of our organization but also gives you a chance to win some fantastic prizes! * Please note: You are automatically entered in the network's drawing after you complete your survey, and no further action is required for this drawing *
In addition, we are grateful to our esteemed leader, Teneisha Kennard, for her generous contribution of four gift cards for an exclusive outpatient behavioral health drawing This is a unique opportunity for our outpatient behavioral health team to engage in our commitment to employee well-being
Here's how to participate in the outpatient behavioral health drawing and increase your chances of winning:
1 Email your survey completion screenshot to Elizabeth Alaniz at ealaniz@jpshealth org
2 The earlier you submit your screenshot, the more chances you'll have to enter the outpatient drawing
Be sure to mark your calendars for the outpatient BH drawing dates: Wednesday, August 23; Friday, August 25; Wednesday, August 30; and Friday, September 1 The winners will be announced near the end of the clinic day on the respective drawing dates
Your active participation not only enriches our workplace but also enhances your chances of winning these wonderful prizes Let's work together to make our Employee Engagement Survey a resounding success!
Thank you for your dedication and contribution to our JPS Health family
Enhancing Patient Satisfaction Security Upgrade Information
Patient satisfaction plays a crucial role in the success of healthcare organizations, as it directly influences patient retention, reputation, and overall success Positive patient experiences lead to better health outcomes, increased compliance with treatment plans, and higher levels of trust in healthcare providers Conversely, negative experiences can result in patient dissatisfaction, reduced loyalty, and even potential legal issues Below are some ways to improve patient satisfaction
EmpowerYourself
Healthcare staff members, including doctors, nurses, and administrative personnel, play a critical role in shaping patient experiences Utilizing empathy, effective communication, and customer service skills can empower you to create a more compassionate and patient-focused environment
ActonFeedback
Encouraging and actively seeking patient feedback is invaluable for continuous improvement Surveys, suggestion boxes, or even informal conversations with patients can provide valuable insights into areas that require attention Actively address concerns and communicate changes based on patient feedback, demonstrating a commitment to their well-being
As many of you know, our department has been undergoing security upgrades over the last few months This is a direct result of feedback received from staff as well as an effort to comply with safety standards for behavioral health facilities The safety of our staff and patients is of utmost importance, and we are pleased to incorporate this new process
The buzzer system with audio and visual capabilities will be installed at every behavioral health clinic This means that, once in use, any patient presenting to the clinic will need to buzz in to gain access to the building or BH area Currently, CBHR and Northeast BH have had their security upgrades installed Viola Pitts, True Worth BH and Central Arlington clinics will be installed within the next few weeks
We have been piloting the use of the new security equipment at CBHR The purpose of the pilot is to hopefully work out any "kinks" in the processes before going live at all locations in the coming weeks
Again, this upgrade is to ensure the safety of our staff and our patients, and we hope that these upgrades will help staff to feel even more safe and secure in the workplace
We value each and every one of you and your safety Please feel free to reach out to any leader if you have questions or concerns.
"Northeastbehavioralhealthwasour topperformerforJulywithanoverall
ratingof84.6%!"
Clinic News continued
Stop Six: Nurturing Patient Satisfaction
Our team at the Stop Six Clinic has begun a journey to improve patient satisfaction scores Guided by the principles of empathy and excellence, they implemented strategies that not only garnered high survey scores but also forged lasting connections with theirpatients
The team understands that each patient is unique, with distinct needs and preferences A patient's journey begins with a thorough understanding of their medical history, cultural background, and individual concerns Recently when a patient didn't show for a scheduled appointment Angela Brookins (pictured above) made it a point to contact the patient to make sure they were okay and reschedule them for another appointment It is taking that extra step - going the extra mile - that makes the patient know they are truly being cared for
Challenges are numerous, but the team's commitment to improvement is unwavering They regularly review patient feedback and identify areas for enhancement They share success stories and discuss challenges This collaborative approach not only fosters a sense of comradery but also ownership Angela shared a story of when a patient came in very frustrated and upset - but after talking with her and understanding her needs Angela was able to calm her down. The patient came back later to apologize for the way she acted towards her Angela put it best, "You have to have compassion and a heart to help others even if they are mad and yelling You never know the hardships they have had to go through to get to where they are "
Stop Six Clinic's dedication to empathy and excellence drove their patient satisfaction scores to new heights, reflecting the genuine care and understanding that define their patient interactions
While this patient satisfaction journey has its challenges, the unyielding commitment to empathy and effective communication has the power to transform Outpatient Behavioral Health into a leader for compassionate care Stop Six serves as an example of how understanding individual needs, embracing feedback, and fostering a culture of empathy can achieve exceptional patient satisfaction while nurturing a healthier, happier community
Skills Fair Empowers Knowledge
The Skills Fair, held at CBHR, featured a range of presentation boardsandinteractiveboothsaimedataddressingvariousaspects of mental health and well-being in our outpatient area Topics ranged from mindfulness and meditation techniques to program descriptions and specific skill practice Participants were able to engage in hands-on activities, interactive boards, and role-playing exercisestoenhancetheirunderstandingofthesevitalskills
Additionally,attendeeshadthechancetonetworkwithfellowteam members and other departments to learn about the services available in the network fostering f t d d
The event received positive feedback from attendees, who expressed their appreciation for the opportunity to learn from fellow team members and connect with others who share similar experiences Many remarked that the Skills Fair provided a safe and non-judgmental space to explore important topics that are oftenoverlooked
We are already planning to host similar events in the future, with the aim of continuing to educate and empower the community
o k a
Maria Albertson 08/01
Tisha Calhoun 08/09
Joseph Standifer 08/18 Jill Pollard 08/19
Jane King 08/19
Latigra Harris 08/21 Eboni Thompson 08/27
Heather Zipper 08/28
Alexis Sanchez 08/31
TCHATT and CPAN: Exciting Updates!
The TCHATT & CPAN team are expanding by two, with the newly developed positions of “Clinical Referral Specialist” and “TCHATT Spanish Language Interpreter” Both are anticipated to be filled in the near future Not even two years ago this team had 12 members With the addition of the two new positions they are up to 29 team members. More team members means being able to reach more Texas students with mental health care Currently they cover well over 360,000 students with that number growing each month
TCHATT Summit: The last week of July, 21 members of the TCHATT team joined TCHATT hubs from around the state for the first ever “TCHATT Summit” in San Antonio The week consisted of training for both the clinical staff as well as operational staff and consortium-wide statistics It also provided the ability for our JPS team to network with those from around the state working for the same goal; improving the mental health of children across Texas Among the highlights were Teneisha Kennard’s panel presentation on “Overcoming Barriers to Accessing Care”, and Tenisha, Constance Siegel, and Makenzie Jordan’s presentation on “Utilizing Data to Engage Families ” The result of the latter was multiple other hubs from around the state reaching out to gain insight into how this team develops processes, better understanding of our workflow, and how to start student group programs. JPS was well represented by this team who truly stood out among other hubs Our CPAN team has their own state-wide summit scheduled for January 2024
2023 CPAN CME Series
Child Psychiatry Access Network presents the 2023 CME series! Each month, on the third Thursday, CPAN will host a CME event! Topics include; Eating Disorders: The Primary Care Role, Teen Dating Violence and Mental Health, Mental Health and the Military Child, Unconscious Bias, and so much more!
ToattendpleasescantheQRcode:
Theupcomingdatesare:
9/21/2023
Helping Children and Families Manage After a School Trauma;Presentedby GunitKahlon,MD
10/19/2023
Psych Pharm for Pediatricians; Presented by Meghan Schott,DO,FAPA
11/16/2023
Summer Groups: TCHATT recently wrapped up their expanded student summer 2024 groups Last year TCHATT offered its first ever summer groups that focused on DBT skills This year included groups on a DBT Skills group, but added a First Generation Immigrant group in Spanish, an LGBTQIA+ group and an accompany parent group, and two grief groups; one for children and one for adolescents Each group was led by two therapists and backed up by a dedicated case manager focusing on the family’s needs The LGBTQIA+ group and parent group were the most consistently attended groups of the summer, reinforcing the need for this topic Each of the new groups came about due to the specific request of our therapy team who identified needs throughout the year based on their cases The therapists then worked together to develop groups to meet the identified needs The TCHATT therapists and Case Managers, as well as their support team, have gone above and beyond to “own it” and ensure that our TCHATT students get the best possible care, even during the summer break
CPAN: Team CPAN has been on a roll with increasing their numbers Their numbers have steadily increased over the past 7 months and shows no sign of stopping They are nearing a “majorstone” of 1,000 referrals since the program began, and will be celebrating when this happens With the addition of a CPAN Educator this summer, and the pending addition of PeriPan programs, the team expects to continue growing Despite their growth, this team consistently hits all state metrics, including a three (3) minute response time 100% of the time!
KEVINPERRINApatientrecognizedProviderChoi,Kevin, andtheladiesatthefrontatCABofdoinganamazingjob andalwaysbeinghelpful!
CAROLSUTTON andAKOSUAOBENGApatientshared, "CaroltheRNandDr.Obengarealwayssoniceandhelpful. Weenjoycomingforappointmentsandgettingtointeract witheachofthem!"
SHARONMEDLEYItissuchaJOYworkingwithyou.We havegrownintoaTeamthatworksjointlytoachievethe TeamsGoalsbycommunicatingupdates,sharinginsights andhelpfultipswithourTeamtoimproveprocessesduring ourweeklyclinichuddles Thankyouforallyoudo!
JIJIJOHNSApatientshared,"Jijiisoneofthemostkind andgenuinepeopleI'veevermet.HehasSOMUCH empathyandradiatessomuchpositivity "
ASIAHAYNESAsiahasbeenateamplayerwithhelpingme whenIhavequestions.Shehasbeensuchagreathelp. Thankyou,Asia!
SHEREEJOHNSONShereecompletedthemosttherapy appointmentsinJune,104!ShealsohadthelowestnoshowatefortherapyinJune,8%!
MANNYHIDICMannyisanoutstandingteammember Althoughweworkinseparatedepartments,Mannyisgreat atcommunicatingsoitdoesnotdelaypatientcare.
NETARIMITCHELLShecompletedthemostintakesinJune (88)andJuly(78)andhadthelowestno-showratefor intakeinJune,21%
JACKIEGONZALEZForgettingherpatient’sseenand followinguponcommunicatingwithotherstaffabout patientneeds!
