ENDING WAIT TIMES PROJECT UPDATE – MAY 2018

The goal of the Ending Wait Times project is to eliminate wait times for core child/youth mental health services in Dufferin and Wellington. The project is laid out in five phases, described below.

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MAP SERVICES AND PATHWAYS - Complete!

Mapping our services and pathways allows us to see the whole picture of our system. Creating and validating the maps with clients, staff and partners helps us understand the current landscape and how clients flow in, through, and out of services.

  • 6 mapping sessions with 50 staff at CMHA Waterloo Wellington and Dufferin Child and Family Services (DCAFS) focused on how clients move ‘In’, ‘Through’, and ‘Out’ of the system (December 2017 – February 2018).
  • 15 validation sessions held with staff, partners and clients in Wellington and Dufferin to understand how people move in to and out of services from their perspectives (March-April 2018).
  • Draft maps posted in staff areas for CMHA WW staff to comment on (see photos, below).

EXPLORE DATA INSIGHTS - Complete!

To build on what we learned through mapping, we gathered information from Caseworks and other sources.

  • Reviewed service delivery statistics (e.g. numbers served in different programs, wait times, etc.) and client demographics from Caseworks and other sources.
  • Reviewed demographic and socio-economic information for Dufferin and Wellington.
  • Explored processes that have been successful in reducing wait times in other communities.
  • Findings from the Brief Services Evaluation are informing the Ending Wait Times project.
  • Staff in Children’s Services at CMHA tracked their workloads manually for two weeks in late February-early March, and an automated process to gather workload data through Caseworks is being developed.

FRAME THE OPPORTUNITY - In progress

Summarize the “ideal future state” for our system. Pull together what the data and the feedback from stakeholders tells us is working well, where there are pain points in the system, what processes do not add value for clients or staff, and ideas to improve services and reduce wait times.

  • Present to and prioritize with Moving on Mental Health Operations Committee - June 26.

IDENTIFY ACTIONS – Summer 2018

For each priority, get clear on what “better” looks like and develop projects to get us there. Identify actions such as developing or revising tools and processes that will improve the flow of service. Involve clients and staff in the co-design of proposed solutions.

TEST AND ITERATE – starting Fall 2018

Test out solutions “on the ground” and collect ongoing, rapid feedback to understand how the proposed solutions are responding to the needs of the system. Involve staff and clients in testing prototypes, solutions and tools.

"In" map with comments from staff at CMHA WW's Silvercreek office. April 2018.

"In" map with comments from staff at CMHA WW's Silvercreek office. April 2018.