title: Improving clinical interventions through successful outreach using Six Sigma quality improvement.
abstract: 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.
authors.affiliation: CIGNA Behavioral Health, USA. gary.beard@cignabehavioral.com
authors.forename: Gary
authors.initials: G
authors.lastname: Beard
mesh_terms: 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