Improving clinical interventions through successful outreach using Six Sigma quality improvement.
Interventions involving outreach to members via telephone are dependent on the success of reaching the member and engaging him or her in a discussion about treatment. This article describes a successful process improvement at a managed behavioral health organization aimed at increasing the percentage of times staff was able to reach a member by telephone. Using Six Sigma methodology, the project team was able to achieve statistically significant improvement in the rate of successful outreach for the organization.
Beard
Gary
G
CIGNA Behavioral Health, USA. gary.beard@cignabehavioral.com
D003156:Community Mental Health Services / Q000592:standards*; D003159:Community-Institutional Relations; D003863:Depression / Q000628:therapy; D015277:Hotlines / Q000592:standards; D006801:Humans; D010342:Patient Acceptance of Health Care; D017749:Total Quality Management / Q000379:methods*; D014481:United States