By Ashcraft, Lori; Anthony, William A.
Behavioral Healthcare , Vol. 27, No. 9
Involve service users as much as possible
Are you looking for another way to move your programs and services further into a recovery framework? Take a look at your data-collection system. It can help focus your organizational energy on data compatible with, instead of inconsistent with, the vision of recovery.
Since a data-collection system touches nearly every service user and employee, each datacollection form and process could guide the organization toward a recovery orientation. Some of the information funding sources and licensing and accrediting bodies require isn't compatible with die recovery approach, but there is a lot you can do to transform the overall data-collection system.
Let's review how the datacollection system at Recovery Innovations in Phoenix was transformed to support recovery values. This medium-sized behavioral health agency struggled with all the data-collection problems most agencies face. The problems were magnified once the agency began to shift into a recovery orientation.
During the shift it became painfully obvious that the data-collection system was working against the new philosophy of recovery, instead of supporting it. The system needed to pay attention to people's strengths and allow them to participate in the data-collection process.
Jeff Norris is the IT guy at Recovery Innovations. He had spent years developing a state-of-the-art da ta-collection system for the agency that worked great until the organization made a sharp right turn toward recovery. Now the system didn't capture the right data elements and didn't reflect the new values because It didn't focus on strengths and didn't have ways for people receiving services to participate in the data-collection process. So Jeff rose to the challenge of starting over and coming up with a new approach.
Jeff developed an approach that integrates a paper-based data-collection process with an electronic process. It starts with the service user completing his own progress notes on a paper form. Staff members can add to it, and they must sign off on it, but the person's own words become the progress note. This reflects the shift we want to happen in recovery-the record becomes grounds for a partnership and is not a secret document that clinical staff control.
Paper forms are scanned into the IT system and routed to the data-processing folks. In some programs, clinical staff complete the documentation electronically, getting as much input from the service user as possible. Questions on clinicians' data-collection forms (whether paper or electronic) require staff to think and talk in recovery concepts. The data-processing team turns the data into information required by licensing and funding sources, including electronic billing information.
Recovery Innovations' data-collection forms and processes employ the following characteristics, which promote recovery attitudes and responses from both staff and service users.
Be friendly and welcoming. Funding sources usually require forms that inform people using services of their rights. These forms, which have to be signed, dated, and included in the record, often use imposing and unfriendly legalistic language. Subsequently, staff members and service users do not read them.
We suggest reformatting this form into a friendly welcome letter that in a few short sentences transmits the key points in a user-friendly manner. The letter sets the tone for staff, guiding them to approach the person in a cordial, communicative manner. Here's an example of how to word an introduction: "Welcome. We are so glad you chose to use our services. Here are some things we want to make sure you know about so you can speak up if you think we are getting off track."
You might think such forms have to be legalistic, but they don't. Unfortunately, organizations often copy the required language from regulations onto forms that people have to sign, aldiough they don't make sense and no one reads them. …