By Julie Koenig
We all know the statistic: nearly 87% of patients suffering from Opioid Use Disorder are not in treatment. The demand for better access to care is high, and the part that we play in the solution is more critical than ever. We must rise to support these patients in their time of need. To do that, we must embrace a patient-focused growth culture in our organization and in each of our treatment centers. Essentially, if saving lives is our mission, then admissions must be our priority because it is through treatment that lives are saved. Helping our communities and patients find care and support is paramount to our mission.
With the official launch of our new Admission On-Demand policy we are saying to our communities and patients that we are ready and able to meet patients where they are and offer them access to care when their motivation to enter treatment is at its highest. We have proof that this is the right approach.
Our own pre-admission data shows that when the process of accessing care demands a system of calls and set appointments, the conversion of those individuals into BHG patients averages 38%. However, when an individual has the motivation and courage to walk into our treatment center and ask for help face to face, they admit 77% of the time, on average. For so many reasons, quick access to care is a key driver in patients entering treatment and saving patient lives.
Making the change from an appointment-based practice like a PCP to walk-in / on-demand access like urgent care and emergency facilities is what will make the life-saving difference to our patients, our communities, and our success as the premier provider of addiction treatment and recovery services. Admissions on Demand removes time stamped appointments and allows the patient to walk into our clinic anytime during operating hours. Our goal is to admit the patient within 24 to 48 hours of contact with BHG. Our call center currently supports more than 70% of inquiries coming into BHG and they are now directing all callers to walk in for immediate access to care. Our call agents complete patient intake information and pre-screening, of course, and if a patient specifically asks for an appointment (guest dosing, transfer from a residential program, etc), then we certainly accommodate that request.
Removing appointment-setting and expanding walk-in opportunities to full operating hours are two key barriers to treatment that we’ve successfully addressed. Another barrier to care is the lack of a third-party payment source so we have a new process for all patients who come to BHG with a financial challenge: We provide them with the support needed to apply for a partnering state grant program or complete an application for Medicaid.
A final barrier to saving patients’ lives is matching provider availability to a growing number of patient intakes. The good news is that 64% of our clinics have providers on staff 4 to 5 days per week. For clinics where we do not have providers available daily, a newly formalized two-day admission process is working with great success. The two-day admission process gets the patient quickly in our doors to begin the process of admission and then connecting the patient with their provider as soon as possible to complete the intake process.
With a life-saving mission matched to a growth mindset, resilience during a culture of change, and clear, understandable communication to our teams and our patients, I know we can achieve our mission of bringing as many patients as possible into life-changing treatment and recovery.
I thank you all for what you do each and every day; what you do truly matters.
