Workflow is the sequence of physical and mental tasks performed by various people within and between work environments. It can occur at several levels (one person, between people, across organizations) and can occur sequentially or simultaneously. Successful integration of behavioral health and primary care services requires community health provider organizations to analyze workflow for clinical, operational, financial, and quality implications. The benefits of addressing workflow issues include increased quality of care, access to services, enrollment, processes, and revenue, as well as reduced wait times, staff time, and documentation.
CIHS provides the latest tools and resources to help community health providers make access to care timelier, address revenue losses due to no-show appointments, and master technology to improve performance, and address other workflow issues.
The Center for Integrated Health Solutions Workflow Workbook, developed by CIHS to help SAMHSA PBHCI grantees examine the business processes and workflows for the integration of primary and behavioral health care and also to support participation in Meaningful Use. Below are some additional diagrammed examples of PBHCI grant-related workflows.
EXAMPLE: Primary/Behavioral Health Care Integration Project Intake (existing BH patient)
- EXAMPLES: Primary Care Workflows from the National Learning Consortium (with data collection points to Meaningful Use)
- EXAMPLE: Services Authorization Workflow (payer identified)
No More No Shows! How Carlsbad Transformed Service Delivery through Customer Engagement, a National Council Magazine article by Noel Clark, CEO, Carlsbad Mental Health Center, discusses one community behavioral health center’s efforts to better engage consumers in order to improve workflow and outcomes.
Workflow Design: A Focus on the Experience of the Recipient of Services was developed for PBHCI Grantees to inform PBHCI workflow design in terms of engagement, enrollment, retention, service planning, and service delivery processes.
NIATx Increasing Continuation between Levels of Care lists promising practices to help increase continuation between levels of care (e.g., between detox and residential treatment).
Workflow Assessment for Health IT Toolkit is designed for individuals and organizations interested or involved in the planning, design, implementation, and use of health IT in ambulatory care.