Telehealth – One Size May Not Fit All!

As the COVID-19 pandemic has evolved, technology-based service delivery – “Telehealth” (aka Teletherapy or Telemedicine) has quickly become a necessary mode of service delivery for behavioral health providers. One study reports that using telehealth for substance use disorder care has increased 1,400% during COVID. The tremendous uptick over such a short time necessitated a “learn as you deliver” approach for many providers. Now, eighteen months into the pandemic, providers are trying to transition into a new normal and evaluating whether they should offer online, in-person, or hybrid services. Lessons learned from the quick adoption of telehealth for behavioral health care indicate “one mode does not fit all”.

What will be the best mode of service delivery in the future?

In terms of patient satisfaction, it may be a mix. A Vista Research Group study indicates that patients receiving both face-to-face and telehealth treatment consistently rated their satisfaction more highly than those receiving only in-person care. “I see a tremendous variance in staff and clients’ perceptions, experiences, and value assessment of behavioral health telehealth service deliver,” says David G. Branding, PhD, CEO, JAMHI Health and Wellness, Inc.

Yet Behavioral Health Business reports that a market research study polled individuals receiving tele-behavioral health services and showed the majority – 84% – wanting to continue. Reasons for continuing virtual services include the convenience, lack of need to travel, and more comfortable surroundings at home. Carol Smith, one of Accreditation Guru’s CARF accreditation experts, says, “The organizations that I am working with report increased accessibility for their clients due to services being delivered virtually.”

But not everyone has equal access to, or comfort with, telehealth technology, per a RAND corporation study. “While the increased use of telehealth was widespread, some groups of Americans reported using the services less often than others,” said Dr. Shira H. Fischer, lead author and a physician researcher at RAND, a nonprofit research organization.  “If telehealth use is going to remain high, we need to ensure quality of access, particularly for behavioral health care where education, age, and gender were all associated with levels of use.”

Indeed, behavioral health providers are hearing mixed reactions to continuing telehealth. As Colorado Behavioral Healthcare providers transition back to in-person service delivery, they are receiving mixed feedback. “Some staff and clients want to continue with virtual services, while other staff and clients want face-to-face services,” says Doyle Forrestal, Chief Executive Officer of Colorado Behavioral Healthcare Council

As organizations adapt service delivery modes to changing environmental conditions, critical factors to consider are efficacy, client satisfaction, and accessibility. Dave Branding reminds agencies that no matter what mode(s) of service delivery are used, services must always be person-centered.

Accreditation Guru can provide knowledgeable, experienced, and efficient consulting for ay behavioral health organization on the path to (re)accreditation, regardless of your chosen service delivery.

We’d love to hear from you! Reach out to us for more information.

Sources

  1. LexisNexis Risk Solutions, 2021 Mental Health Report Validates Surge in Mental Health Telehealth Visits During pandemic, healthcaredive.com (May 20, 2021).
  2. Conti, Joanna, Why Were Patients Dissatisfied with Telehealth-Only Addiction Treatment? vista-research-group.com (July 22, 2021).
  3. Coward, Kyle, 84% of Americans Want to Continue Getting Mental Health Care Via Telehealth Post Pandemic, BHbusiness.com (July 8, 2021).
  4. Fischer, Shira H., MD, Use of Telehealth Jumped as Pandemic Shutdown Begun, Use is Highest for Mental Health Services, Rand.org (January 11, 2021).

For more information or questions about the contents of this article, please write or call Jennifer Flowers @ Jennifer@AccreditationGuru.com / 212.209.0240.   This post contains original content and was written for Accreditation Guru, Inc. Use of this copy is permitted with credit and reference within the same body of copy to Accreditation Guru, Inc.

Pine River Institute CEO, Vaughan Dowie, Sits Down with Accreditation Guru

Located near Shelburne, Ontario, Pine River Institute is a residential treatment center and outdoor leadership experience for youth 13 to 19 years old struggling with addictive behaviors and often other mental health issues. Shelburne is approximately 60 miles northwest of Toronto.

Pine River Institute’s decision to apply for and maintain national accreditation was based solely on internal drivers – commitment to quality and safety and to increase parents’ confidence.

Why did Pine River utilize a consulting service?

Eight or nine years ago, Pine River Institute was getting ready for its Council on Accreditation (COA) first re-accreditation on-site survey and the key staff involved in the original, initial accreditation process was no longer with Pine River Institute. Pine River Institute’s CEO, Vaughan Dowie, met Jennifer Flowers, Founder & CEO of Accreditation Guru, Inc. at a COA training event in New York City.

During a conversation with Jennifer that he learned that there were accreditation consulting services available for organizations like Pine River Institute.

Why did Pine River engage Accreditation Guru?

Knowing that the pre-work is most important and wanting good support, he engaged Jennifer. He selected Accreditation Guru, Inc because he found Jennifer to be very open to help; very knowledgeable; and, she had a good understanding of what was being asked of Pine River Institute by COA.

What was Pine River’s experience with Accreditation Guru like?

Vaughan’s experience with Accreditation Guru was very positive. With Accreditation Guru’s support, Pine River Institute was able to successfully navigate the accreditation process. Jennifer was always available; always able to answer questions; always came through! Her approach was down to earth with realistic answers. In fact, his initial experience led to “repeat business” and Pine River Institute has partnered with Accreditation Guru several times for COA re-accreditation. Each time, less support was needed as Jennifer helped PineRiver Institute to learn to “walk by itself.

Uniqueness of Pine River

Pine River Institute is unique in that it provides a “traditional” residential as well as an outdoor wilderness therapeutic program. Although both programs involve risk and exceptional risk management, the wilderness program has greater risk.

All programs are somewhat unique and special, but accreditation is as close as you are going to get to a third-party oversight/as close as you can get to a proxy for quality. Parents must have faith in an organization keeping their children safe. Other quality indicators (such as testimonials) can only go so far. When you are placing your child in a place where you know no one, you want some assurance of safety and quality.

Pine River Institute has 36 beds with a current waiting list of 200 children. If parents cannot wait for a Pine River Institute opening and ask Vaughan for advice on selecting another organization, he always advises the parents to only consider accredited programs. In order to be a “grown-up” you need to be nationally accredited.

To learn more on accreditation consultation, call us at 212.209.0240 or email Rocio@AccreditationGuru.com for assistance in setting up a commitment-free phone call with our CEO, Jennifer Flowers.

Accreditation In Action – Congratulations HeartShare and HeartShare St. Vincent’s Services of New York City!

We congratulate HeartShare Human Services of New York and HeartShare St. Vincent’s Services of New York City on receiving their re-accreditation through COA, Council On Accreditation!

Since its founding in 1914, HeartShare and its Family of Services has expanded to more than 100 program sites in Brooklyn, Queens and Staten Island and operates in 60 of the 62 New York counties through energy grants. HeartShare’s responsiveness to the needs of the New York community guides its innovation. When the community desired special education classrooms, HeartShare opened a school for children with autism. When young adults aging out of foster care required a safety net, HeartShare St. Vincent’s Services created the American Dream Program to help youth achieve their college and career dreams.

“Imagine that you are coordinating two re-accreditations for large multi-service organizations at the same time. Accreditation Guru worked diligently with us to make sure our responses were clear and concise, turning this into a learning process that helped our organizations strengthen their best practices and alleviate challenges. In the end, we not only submitted our self-studies three days before the due date, but also received two expedited re-accreditations. This would have been impossible without the assistance of Accreditation Guru.” – Stanley Capela, Vice President of Quality Management

For more information on HeartShare Human Services of New York – visit their website.

For more information on HeartShare St. Vincent’s Services of New York City – visit their website here.

Accreditation In Action – Congratulations Shamah Autism Center!

We congratulate Shamah Autism Center on achieving their three-year accreditation through CARF International!

Shamah Autism Center, located in Saudi Arabia, is a special education school providing education for children 3 to 12 years with autism spectrum disorders, Asperger syndrome and associated social and communication difficulties.
“We are extremely grateful for Accreditation Guru for the consultation services provided throughout our survey preparation process. We extend special thanks and appreciation to Carol Smith for her time and effort to support Shamah Autism Center to obtain the three-year CARF accreditation. She was always accessible, and ready to answer all our questions and guide us. The online mock survey helped us figure out the areas needing improvement and thus be well-prepared for the survey. CARF surveyors were very impressed with our readiness. We strongly recommend Accreditation Guru for any organization seeking CARF accreditation.” – Sokynah Al-abkari, Quality Assurance Specialist, Shamah Autism Center.
To learn more about this organization – visit their website.

The Advantages of Accreditation

Some human service agencies view accreditation as a luxury. Others see it as a hassle. Yet the benefits are undeniable.

Achieving national accreditation announces to the world that your organization strives to be the best it can be. That’s hard work, but the process sets you on the course for long-term greatness.

Attempting to cultivate a culture of excellence and reach lofty goals enhances your reputation, but accreditation also offers more practical benefits: it’s a reliable way to increase revenue and decrease costs, objectives that are valued by almost every human service agency.

Accreditation Requirements

Due to the advent of the Family First Prevention Services Act (FFPSA), many child welfare organizations that provide residential, out-of-home care and seek federal government funds are required to be accredited, a mandate that takes effect beginning in October of this year (though states have the option to delay the process for up to two years).

Several states also require that various types of service providers become accredited as a qualifying step toward earning their license or receiving higher reimbursement rates.

Culture of Excellence

Without question, accreditation signals to potential funders and clients that your organization adheres to high standards, internal cohesion and exemplary service delivery.

Other benefits include improved internal and external stakeholder communication and enriched staff training programs that, in part, lead to enhanced services to clients.

The results of a questionnaire sponsored by the Council on Accreditation affirm these assertions:

* 94 percent of respondents agree that the process “improves transparency and accountability”

* 86 percent contend that it “improved outcomes for the people they serve”

* 90 percent acknowledge that it “improved their quality of services”

Gaining accreditation from a prominent agency also demonstrates your commitment to reach beyond the minimum licensing standards and maintain strong management, program consistency, financial controls, outcome measurements and continuous improvement.

Financial Incentives and Quality Improvement

Beyond the cultural benefits to earning accreditation, there are more practical reasons to seek this distinction. According to The Joint Commission, a prominent accrediting agency, the accomplishment beefs up your bottom line by increasing reimbursement rates, in part by reducing paperwork preparation time.

Accreditation forces organizations to focus on quality improvement and measure outputs and outcomes of deliverables, which both funders and stakeholders are increasingly demanding.

Planning service offerings and maintaining meticulous documentation can attract additional recognition and funding sources from governments, foundations, grant makers and individual donors.

It also boosts referral volume. The Joint Commission contends that other positive outcomes include an increased “ability to work with a broad array of clients” that improves “an organization’s ability to participate in referral networks, thus potentially increasing the value of referrals.”

The Joint Commission further found that “payers want to work with organizations that provide high quality services, which helps elevate their brand” and pay public relations and marketing dividends.

Accreditation decreases risk due to the development of management plans, which in turn lowers liability and insurance costs. Data collection, an increased effectiveness of care and improved intake billing also streamline costs.

A recent study sponsored by CARF International, another accrediting body, compiled startling statistics demonstrating that CARF-accredited programs experienced a 26 percent increase in persons served annually, a 37 percent increase in conformance to quality standards and a 37 percent increase in annual budget dollars programs from before their first survey as compared to their latest survey.

Accreditation in Action™

“The accreditation and re-accreditation process helped us raise the bar for our staff and the population that we serve,” said Hughes Johnson, managing director of compliance and performance improvement at Memphis-based Youth Villages, which operates in 14 states across the country, shared his organization’s experiences with accreditation.

“It’s a tough process with a large number of standards, but it helped us develop a defined policy that holds us accountable.”

According to Elizabeth Carey, president and CEO at Starr Commonwealth, which offers programs for children and families in Albion, Michigan, her organization is dedicated to “performing at the highest levels for the children, families and communities we serve.” Therefore, “achieving and maintaining accreditation is a critical factor to ensuring high quality.”

The Payoff

Many human services agencies claim that they adhere to upholding high ethical and client service standards.

Far from being a chore, achieving accreditation has become a necessity for all human service organizations participating in today’s competitive environment. In addition to sending a definitive sign that quality and consistent professionalism permeate your organization’s culture, it offers tangible benefits that pay dividends every day.

For more information or for assistance with becoming nationally accredited, contact us at info@AccreditationGuru.com.