Post on 30-Dec-2015
AR PDHRA Leadership Conference
Joe Reis – PDHRA Program Manager, LHI
September 20-21, 2012
How we are doing currently
How we are improving
Suggestions or Comments
How we are doing currently
Call Cen-ter, 7,901
On Loca-tion, 3,372
(62 events)
1/1/2012 – 7/31/2012
86%
14%
62 events for 3,935 PAX
1/1/2012 – 7/31/2012
70%
30%
41 events for 2,330 PAX
1/1/2011 – 7/31/2011
Utilization
55%24%
2%
19%
No ReferralPhysicalBehavioralBoth
Referral Types
Call Center Screenings1/1/2012 – 7/31/2012
45%
31%
5%
18%
No Re-ferralPhysicalBehavioralBoth
Referral Types
On Location Screenings1/1/2012 – 7/31/2012
Referral Source
Jan 1-July 31 2011
Jan 1-July31, 2012
98
94
1822
1300
657
1989
4462
3427
Chart Title
MTF Vet Center Tricare VA
2011
2012
Tricare / MMSO Referral Outcome
13%
87%
VA Referrals
On Location Call center
73%
27%
Tricare re-ferrals
On LocationCall Center
Mental Health Assessments
• Piloted On Location screenings in October 2011 • Completed using Standard Assessment Tool (SAT) form
– SAT I for minimal BH concerns– SAT II for more involved concerns
On-Location• Full rollout December 9th, 2011• Paper SAT forms
Call Center• Fillable PDF
SAT I80%
SAT II
20%
Call Center
SAT I81%
SAT II
19%
On Location
Mental Health Assessments
Emergent referralsOver the life of the PDHRA program has had 143 Emergent Referrals
15 Emergent Referrals thus far in 2012 (Only one USAR)
“SM expressed that he had a physical altercation with his wife 1 week ago and felt that it was possible he could do this again. He spoke with BHS and was willing and wished to be taken to someone right away. Commander took charge of SM and he was transported to local VA ER”.
“SM acknowledged substance and alcohol abuse with active suicidal thoughts”.
“The HCP identified suicide issues and harm to others, mainly his fiancé. The SM was then introduce to BHS where he communicated a plan of suicide and involving his fiancé. We were concerned with his return trip home (a 5 hour drive and flight to CA). Decision was made to involve the SM's commander. When this was communicated to the SM his anger escalated quickly and he said he was leaving. We were able to keep the SM at the event and discussions took place while keeping the SM safe”.
Call Center Customer Satisfaction Surveys
• January1- July 31, 2012
• Completed 7,901 CC screenings
• Received 1,150 completed surveys (14.4%)
• 20 adverse surveys (1.7%)
“Yes I’d just like to say the staff that helped me was very caring, kind, and professional. I really appreciated them not only taking down the information but listening to the comments I had and I really felt like they cared. So I appreciate your service. I live way out, work out above the Arctic Circle in Alaska so I’m not sure how I would have got this otherwise so I appreciate your, the outreach and the concern regarding these things. Thanks a lot, LTC **** out”
“I was very satisfied with the discussion I had with the HCP and the BHS. You guys are doing a great job. Keep up the good work. Go Army. God bless you all”
“Thank for making this such an easy process. It was awesome”
“I just wanted to say that Sue was very nice to me and she’s a wonderful asset to your organization. I don’t think I have been treated so well over the phone regarding my military health. Also the NP, Jennifer, was great. I was provided outstanding customer service over the phone for this. Keep up the good work with the training for these folks. Whatever you are doing, you are doing it great. Thanks”
“I've dodged this phone call for about 6 months now and you were relentless to call me and contact me. My whole life has fallen apart. It is evident that a strong man like me can't put it back together. You have shed the light on some things that I do have some problems with and need to seek some help. That help will be sought today after I get off of this phone call. I just want to say thank you for serving those of us who have served. It will probably make a big difference. Thank you”
Call Center Events• Begin Intel call for large CC events• Receive Call Center Event Report approximately 6 days
after the event end date• Improvement to call queues
On-Location Events• Three Admin Field Trainers in addition to 6 HCP Field
Trainers • Intel call changes • Resiliency Training• Looking into electronic Customer Satisfaction Surveys
How we are improving
• Referral Resource • MHA
New DD Form 2900
• Updated training modules for all on-location and call center staff
• Adjusted staffing for the Call Center and On-location
• Have SM’s go on MedPros to complete before calling in by going to My Medical Readiness
• Plan for old version of the 2900 after the go-live date
Suggestions or Comments