Improving Access to Mental Health Information and Services Drives Patient Health and Satisfaction
Sacramento, CA, (March 20, 2018)
The Mental Health & Addiction Connection line at Allina Health won HealthPartners’ recent Innovations in Health Care Award for their dedicated toll-free number for patients, providers, and the surrounding community to facilitate access to mental health and addiction services. Allina Health and Sutter Physician Services (SPS), a leading provider of administrative services supporting health organizations and physician groups, collaborated to utilize SPS’s centralized contact center to solve the challenge of standardized patient access throughout Allina Health’s system and community.
Allina Health and SPS brought together a variety of Allina Health’s mental health resources with their own patient phone numbers into one 24/7 point of contact for all mental health and addiction services. The Connection line ensures that all information and care is provided in a timely fashion, from answering the phones promptly to striving for single call resolution and referral. The extensive work done to jointly create standards, messaging, technology advancements, and workflows across the system gives a consistent, high-quality experience to patients seeking services.
“Allina Health was looking for a contact center solution, recognizing that access to their mental health services could be disjointed, frustrating, and inefficient for their patients and providers alike,” said Jeremy Eaves, CEO of Sutter Physician Services. “The organization wanted to create a consistent, responsive experience to ensure patients can find the care they need promptly, so they don’t delay or defer treatment. By centralizing and standardizing the critical resources, we created an innovative way to deliver care. We are pleased that HealthPartners could see the unique value in the solution we partnered to create with Allina Health.”
“The Connection line has offered a significant improvement for our patients, their family members, mental health providers, and other care providers in our region,” said Joe Clubb, vice president of operations for Allina Health’s Mental Health and Addiction Services. “We went from having separate phone lines for more than 48 of our mental health and addiction services to just one phone number for people to call. Now our patients can reach a live person day or night who can help assess their needs, and get them connected to the right care at the right location as quickly as possible.”
The Innovations in Health Care award from HealthPartners, an integrated health care organization providing services and a health plan, celebrates the efforts of health care companies to achieve the Triple Aim – improving the patient experience, improving the health of populations, and reducing the cost of healthcare. The awards ceremony took place at HealthPartners’ annual Partners in Excellence celebration and recognizes organizations at all levels of the health delivery system that have made transformational changes in care.