Health systems face a big challenge: how to improve access to behavioral health care while making sure patients receive the right level of support. Melissa Brule, who oversees behavioral health at Elliot Health System in Manchester, N.H., shared her insights on this issue in a recent podcast.
To tackle long wait times for services, Elliot Health created a new referral system and support roles. As a result, they reduced the intake wait time from over 50 days to less than a week. This change not only sped up access but also improved patients’ continuity of care.
Understanding the Problem
In 2023, the need for better access to behavioral health services became clear during a board meeting. Primary care nurses were overwhelmed with calls from patients unable to find help. Patients often waited too long for appointments, only to discover that the services offered didn’t meet their needs. People who urgently needed care were stuck repeating visits to primary care instead of receiving timely behavioral support.
Innovative Solutions
Elliot Health adopted a “no wrong door” policy. This means that if someone asks for help, they will get it without barriers. Primary care providers no longer need to fear making errors when referring patients. Now, all referrals go into the same scheduling system, simplifying the process.
Receptionists can now schedule new patients directly without a dedicated intake person needed to screen them. Patients can request appointments without worrying about having a formal referral. This more inclusive approach has significantly increased efficiency.
The team also partnered with a telehealth provider to boost their capacity for handling assessments. They now have nearly 80 hours of intake assessments weekly, down from the previous long wait times.
Building a Roadmap for Success
To ensure smooth transitions for patients needing specialized care, Elliot Health implemented standardized assessments. They use tools required by New Hampshire’s Department of Health and Human Services, facilitating better communication with other community providers.
They also developed a behavioral health navigator role to guide patients through the often confusing healthcare landscape. These navigators help connect patients with the necessary resources while keeping track of their needs.
Lessons Learned
Brule emphasizes that more services don’t automatically lead to better care. The process of accessing care is complex, filled with barriers that can frustrate even the most informed patients. This project highlighted the need for a fresh approach—one that involves evaluating patients’ needs rather than just increasing the number of providers.
The success of this model has been noted throughout the industry. According to recent statistics, about 60% of patients in behavioral health settings struggle to access care due to logistical hurdles. By addressing these challenges directly, Elliot Health has set an important precedent for improving health outcomes without simply adding more services.
Final Thoughts
For organizations looking to enhance behavioral health care, Brule suggests using experts to assess patient needs. Understanding available community resources is crucial, especially in the post-pandemic world where telehealth has changed the landscape of care.
Shifting from a traditional model to a more supportive and navigable system can lead to better patient outcomes. In the end, health systems might find that investing in navigation and case management can be a more budget-friendly solution than hiring additional specialized providers.
For more insights on behavioral health access and strategies, you can check a trusted source like the National Institute of Mental Health: NIMH.
