Best Practice Playbook For Surviving COVID-19

Due to the onset of the COVID-19 pandemic, CNY BHCC partners rapidly transformed their service delivery models while still ensuring community members could access services. Partners will likely continue virtual service delivery into the future while also providing in-person services with appropriate physical distancing. CNY BHCC has convened its partners to develop a “best practice playbook” for operating under this new normal. The best practice playbook will focus on:

  1. Welcoming and engaging clients
  2. Reimagining physical environments for distancing
  3. Telehealth sustainability
  4. Recruitment and retention of staff
  5. Financial wellness

For one organization to undertake the development of the many protocols and best practices related to the new operating environment is an enormous burden. By creating this best practice playbook, we are able to share ideas, ease individual burden, and ensure our clients receive quality care.

CNY BHCC Launches Quality Improvement Projects

SUD Cohort project meeting

The SUD Cohort creates cause and effect diagrams on engagement at the kick-off meeting.

In the first quarter of 2020, CNY BHCC launched two quality improvement projects for cohorts of mental health and substance use disorder provider organizations. Each cohort has chosen a specific measure to try to significantly impact. The cohorts will then define the measure, determine how to measure in real-time or near real-time, and find the root causes that impact the measure. Each organization will try to impact the measure using plan-do-act-study (PDSA) cycles. Results of the PDSA cycles will be shared across organizations and successful projects will be evaluated for scaling across the network.

With the COVID-19 pandemic, CNY BHCC is slightly tweaking the projects. The focus will be on data collection and measuring changes due to the rapid implementation of telehealth and virtual services. The cohorts will focus on improving the quality of these services in the spirit of the original project.

CNY BHCC Determines Initial Performance Measures

The CNY BHCC’s Data and Quality Sub-committees have been working to identify an initial measure set in an effort to create a unified process for data collection and quality across the region. The committees looked at various data sets that are already being tracked by several partners and determined an initial set of measures.  The following measures were selected:

  1. Adherence to Antipsychotic Medications for People with Schizophrenia
  2. Diabetes Screening for People with Schizophrenia or Bipolar Disorder who are using antipsychotic medication
  3. Engagement of alcohol and other drug dependence treatment (initiation and 2 visits within 44 days)
  4. Follow up after hospitalization for mental illness within 7 days
  5. Follow up after hospitalization for mental illness within 30 days
  6. Adherence to mood stabilizers for individuals with Bipolar 1 disorder
  7. Diabetes Monitoring- No HbA1c>1 year

These initial measures are based on claims data. The CNY BHCC has purchased a PSYCKES view tailored for BHCCs across New York State.  This system will allow us to aggregate our data as well as identify specific high needs individuals that may require further assistance in meeting their healthcare goals. The BHCC will have its first dashboard in June 2019. This information will assist us in creating a baseline and forming our quality improvement efforts as a region.