This session described how a crisis provider (Connections Health Solutions) and payer (Cenpatico Integrated Care) collaborated to develop a quality improvement process based on crisis utilization data. In our model, a crisis visit is considered a potential missed opportunity for community stabilization. Daily data on crisis visits is sent to the payer for more up-to-date trending analysis. Leaders from both organizations meet regularly to review the data and develop multiple rapid-cycle improvement projects for both adult and youth services. In the first year, we achieved a 30% reduction in crisis readmissions and a 40% reduction in the number of high utilizers presenting for crisis services.
In this session, Dr. Balfour and Johnnie Gasper discussed the importance of using data to evaluate network performance and described how rapid-cycle quality improvement can be used to decrease readmissions and service overutilization. Attendees learned how to apply lessons learned to problems in their own settings.