System Building Through Referral Process Improvement

1
System Building Through Referral Process
Improvement

• Protégé Susan M. Bergmann, LCSW-C, ICADC, CCDC
• Addictions Coordinator, St. Marys Health Dept.
• Mentor Peter Luongo, Ph.D.
• Director, Maryland Alcohol Drug Abuse Admin.

2
System Building Through Referral Process
Improvement

• PROBLEM
• Miscommunication
• Ineffective Referral Process
• Inefficient Transition of Clients

3
System Building Through Referral Process
Improvement

• GOAL
• Facilitate an open and accessible system of
  addictions care
• Assure that entry into the continuum of care at
  any level facilitates access to treatment at
  every level
• Establish a written referral protocol

4
System Building Through Referral Process
Improvement

• SOLUTION
• Convene committee of prevention and treatment
  providers
• Identify elements of referral process
• Model ideal referral system

5
System Building Through Referral Process
Improvement

• SOLUTION
• Continued
• Test model conceptually
• Create and implement written referral
  protocol/form in a collaborative manner
• Elicit feedback from stakeholders regarding the
  effectiveness of the tool

6
System Building Through Referral Process
Improvement

• BARRIERS
• Decades of miscommunication and mistrust
• Lack of systemic constructs within the existing
  dynamic
• Resistance stemming from a perceived loss of
  potential resources and control

7
System Building Through Referral Process
Improvement

• SUCCESSES
• Relevant personnel sat down and discussed the
  need for an effective and efficient referral
  process
• Written referral was created and implemented
• Feedback was incorporated to further increase
  staff ease of use

8
System Building Through Referral Process
Improvement

• NEXT STEPS
• Substance abuse providers within the region have
  expressed a desire to utilize the standardized
  referral process
• Mental health providers and homeless shelters in
  the county have expressed an interest in
  utilizing the referral process
• Efforts to open lines of communication need to
  continue

9
System Building Through Referral Process
Improvement

• PERSONAL GROWTH
• Partnering Increased ability to start where the
  organization is
• Influencing Negotiating Discovered the value
  of translating partners input into the
  explanation of a compelling need
• Team Building Emphasized inclusion so that all
  coalition members were responsible for group
  decisions

10
System Building Through Referral Process
Improvement

• FUTURE DIRECTION
• Continue to implement referral protocol with a
  larger network of partners
• Persist in working toward a regional effective
  and efficient system of care
• Nurture new skills in order to increase capacity
  to be a great leader.