Insights & Transformation Consulting

Delivering a 70% reduction in wait times by implementing an ‘easy-in, easy-out’ model in community mental health teams

Our client, a Mental Health Trust, had invested heavily in expanding its community mental health services but recognised it needed help to transform service efficacy & efficiency.

With Real World Health guidance this was implemented in 3 distinct phases:

1. The vision was ‘easy in, easy out’ for service users, yet the status quo was far from this – staff needed to understand the status quo needed to change and buy into that change

2. Identification of high impact operating model changes via ‘Triangulation’ of data analytics, staff interviews, & process walk through

3. High impact changes required fundamental practice changes with Lean change facilitation. New processes needed to be codified & tested in a controlled manner for adoption across 9 different community teams.

Real World Health worked as ‘one-team’ with client staff. We worked especially closely with the Clinical Director & frontline leads, with a focus on provision of analytical & Lean process redesign rigours. We were able to collectively achieve:

•  A 70% reduction in no. of days waiting for a first attended contact, for a list of over 3,000 SUs waiting for first contact.

•  The rate of on-caseload crisis presenters was reduced by 10%, which significantly reduced pressures on A&Es & beds.

•  A 99% reduction in long standing cases with no contact was delivered.

The trust continues to see improved outcomes, and still utilises the tools deployed to this day. The clinical director attached to the program concluded “we could not have achieved this transformation without Real World Health”.

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