Using the NIATx 5x5 Presentation Model

Telling Your Story

New realities 5x5 ?

Sample Q & A

Reality #1: message filtering

1970 = 500 to 2,500 messages per dayToday = 3,000 to 5,000 messages per day

Reality #2: attention span

Listening to a presentationListening to a presentation77 minutes minutes

An Average AdultAttention Span

Surfing the internetSurfing the internet99 seconds seconds

Your audience is asking you (the presenter) for two things…

1. Present the key points

2. Be brief

Five minutes to present five Power Point slides which tell your story of your change project.

1. Aim(Plan)1. Aim(Plan)

2. Change(Do)

2. Change(Do)

3. Results(Study)

3. Results(Study)

Title SlideTitle Slide

4. Next Steps(Act)

4. Next Steps(Act)

5. Impact(Lessons Learned,

etc. )

5. Impact(Lessons Learned,

etc. )

5x5 Presentation Role Play

I am a change leader atWilson County Behavioral Health Services

You are a staff member atWilson County Behavioral Health Services

We will time and discuss each slide of the change project 5x5 presentation.

Operation: Red Carpet Service

Change Team

Steve, Amy, Michelle, Laura, Carl

Customer walk-inswelcomed!

Change Project Title

Wilson County Behavioral Health Services

The Customer Service Improvement Project

Change Project Title

Wilson County Behavioral Health Services

• Decrease wait time between 1st contact and 1st treatment for IOP* clients from 16 days to 5 days.

• This is a 69% improvement goal.

• Location is the Oakdale IOP office.

• Length of the change project is May-July, 2010.

AIM

Project

Aim

*IOP = Intensive Outpatient

CHANGE

1) Eliminated old procedure of scheduling intakes with clinicians weeks in advance.

2) Established daily walk-in orientation group between 9am – 10am.

Changes we made:

• Contact with clinician.• Program orientation.• Intake appointment

IOP clients can now have same day:

These changes had a positive impact on customers. These changes had a positive impact on customers.

Clients enter the IOP program NOW, when they are motivated!

Wait time decreased from 16 to 3.5 days.

RESULTS

Wait time between 1st contact and 1st treatment

Da

ys

MonthsMAY JUNE JULY

5

10

15

20

Baseline 16 days

ChangeProject

WaitTime

78%

• Adopt daily walk-in orientation as standard procedure at the Oakdale office.

• Create a sustainability plan to maintain the improvement.

• Expand the walk-in orientation pilot test to our Smithville office.

NEXT STEPS

84 more clients seen per year

$29,016 in added revenue per year

Reputation for same day service

IMPACT (Business Case, Efficiency, Lessons Learned, Etc.)

STORYBOARD on 30”x40” foam core

1. Aim1. Aim 2. Change2. Change

3. Results3. Results

Title SlideTitle Slide

4. Next Steps4. Next Steps 5. Impact5. Impact