Expanding Behavioral Healthcare Access Through Targeted Patient Triage and Telehealth

Thursday, April 20 at 11:30 AM - 12:30 PM CT
South Building, Level 5 | S505

Demand for behavioral healthcare exploded during the COVID-19 pandemic. Restrictions on in-person care and clinician shortages made access to care difficult, leading to long wait times for appointments and potentially worse patient outcomes. To reduce care delays and expand access to needed care, Geisinger Health, a 10-hospital integrated health network in Northeast Pennsylvania, developed a data-driven care navigation workflow that included a standardized intake and triage process managed by licensed clinical social workers to ensure patients were referred to the appropriate provider based on their complaint and level of acuity. Additional clinicians from inside and outside the state were also added to staff and available in-person and through telehealth encounters. As a result, the wait list for behavioral healthcare was reduced from 18,000 patients to 3,000 in less than a year.

Learning Objectives

  • Describe the challenges Geisinger Health faced during the COVID-19 pandemic in accommodating patient need for behavioral healthcare
  • Explain Geisinger’s strategy for reducing the wait time for behavioral healthcare through a standardized intake and triage workflow combined with expanding clinician workforce
  • Outline the positive patient and operating outcomes as a result of Geisinger significantly reducing its patient wait list for behavioral healthcare
Credits
ACPE, CME, CNE, CPHIMS, CAHIMS, CHES
Status
Active
Audience
CEO/COO, Chief Quality Officer and Chief Clinical Transformation Officer, CMIO/CMO
ID
210

Speakers

Benjamin Gonzales, MPH, MHA
Operations Manager II, Virtual Care
Geisinger