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Facility Weekly Scorecard Heatmap (Scorecard Completion Only)

Facilities are scored on two key measurements:

Timeliness (Percentage scales of completed on time) 3:Green: 80% – 100% 2:Yellow: 50% – 79%, 1:Red: 0% – 49%
Quality Measures: Objectives/KPIs, target, actuals, rating, corrective actions (if applicable)

Facility	8/26/2024	9/2/2024	9/9/2024	9/16/2024	9/22/2024
SL	90% - 3	90% - 3	98% - 3	86%	89%
WWR	86% - 3	94% - 3	96% - 3	92%	98%
EBH	100% - 3	92% - 3	100% - 3	92%	92%
GPR/DRC	96% – 3	100% - 3	95% - 3	92%	59%
SB	74% – 2	98% - 3	98% - 3	90%	88%
DH	93% - 3	95% - 3	90% - 3	95%	98%
SIH	91% - 3	93% - 3	95% - 3	94%	83%
CL	93% - 2	86% - 3	94% - 3	96%	90%
HV	96% - 3	99% - 3	99% - 3	95%	96%
EHN	81% - 3	77% - 2	67% - 2	83%	64%
AHE	83% - 3	100% - 3	100% - 3	25%	100%
AMA	57% - 2	78% - 2	88% - 3	83%	69%
ZE	100% - 3	96% - 3	93% - 2	92%	88%
Zinnia Health	82% - 3	61% - 2	63% - 2	47%	9%
Grand Total	88% - 3	85% - 3	86% - 3	80%	69%

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ED: Weekly Scorecard Heatmap

ED’s are scored on:

% = (Complete/Incomplete)

Executive Director	9/2/2024	9/9/2024	9/16/2024	9/22/2024
AB	38%	55%	30%	25%
CB	95%	96%	100%	93%
DH	92%	56%	25%	6%
HK	73%	72%	56%	0%
JK	93%	98%	94%	94%
KP	96%	100%	92%	90%
MG	92%	86%	64%	64%
RG	100%	98%	92%	76%
RF	89%	75%	82%	68%
Grand Total	85%	86%	80%	69%

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Facility Health Measures

Inpatient Census Overview: 7 Day & 30 Day
Client Satisfaction: 7 Day & 30 Day
Exit Survey Responses: Last 90 Days
QA Scores: 7 Day & 30 Day
Number of Google Reviews: 7 Day & 30 Day
Staffing Ratios
Overtime PP: 7 Day & 30 Day
Payroll PP: 7 Day & 30 Day
Employee Scorecards: 7 Day & 30 Day

WWR		Measure	Target	3	2	1


Inpatient Census Overview	7 - Day	Avg IP Census 7 Days	>32.4	>32.4	>29.2 - 32.4	>0 - 29.2
		Avg OP Census 7 Days	>48.6	>48.6	>43.8 - 48.6	>0 - 43.8
		UPD 7 Days	<2	<2	>2 - 3	>3 - 100
		ACA 7 Days	<2	<2	>2 - 3	>3 - 100
		Stepdown % 7 Days	>70%	>70%	>60% - 69%	>0% - 60%
		LOS DTX 7 Day	>7	>7	>5 - 7	>0 - 5
		LOS RTC 7 Day	>21	>21	>16 - 21	>0 - 16
		LOS PHP/IOP 7 Day	>30	>30	>22 - 30	>0 - 22
	30 - Day	Avg IP Census 30 Days	>138.9	>138.9	>125 - 138.9	>0 - 125
		Avg OP Census 30 Days	>208.3	>208.3	>187.5 - 208.3	>0 - 187.5
		UPD 30 Days	<36.8	<36.8	>8.6 - 12.9	>12.9 - 100
		ACA 30 Days	<36.8	<36.8	>8.6 - 12.9	>12.9 - 100
		Stepdown % 30 Days	>70%	>70%	>60% - 69%	>0% - 60%
		LOS DTX 30 Day	>7	>7	>5 - 7	>0 - 5
		LOS RTC 30 Day	>21	>21	>16 - 21	>0 - 16
		LOS PHP/IOP 30 Day	>30	>30	>22 - 30	>0 - 22

Example

The average score on each rating = overall facility health rating

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Facility Health Heat Map with Footnotes

Facilities are scored on the average of the following metrics: Inpatient Census Overview, Client Satisfaction, Exit Survey Responses, QA Scores, Number of Google, Reviews, Staffing Ratios, Overtime PP, Payroll PP, Employee Scorecards

Facility	8/26/2024	9/2/2024	9/9/2024	9/16/2024	9/22/2024
SL	3	3	3	3	3
WWR	2	3	3	3	3
EBH	3	3	3	3	3
GPR/DRC	1	1	2	2	3
SB	3	3	3	3	3
DH	3	2	3	3	3
SIH	2	2	3	3	2
CL	3	3	3	3	3
HV	1	1	2	2	2
EHN	2	1	2	2	2
AHE	2	2	2	3	2
AMA	1	2	2	2	2
ZE	3	2	2	2	2
Zinnia Health	2	2	2	2	2

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Scorecards: Overview Week End 9/16

Improvements/Wins

WWR – no ACAs, fire threat downgraded
SL – No ACAs
NJ – step down increase to 60%, positive feedback on Meridith (CD AHE), pharmacy consultant visit/review – all was good
EXE – drop in ACA from avg of 18 to 8, with removal of 2 Cs in clinical – already seeing a positive cultural change
SB – lowest UPD since Aug (met goal of 2, down from an avg of 6)
HV – increased from 80% to 94% in QA, SIH increased from 68% to 92%

Key Concerns & Proposed Solutions – Resulting from Scorecard Weekly Updates

CO/NJ – OP continued decrease

Solution: bringing AHE clients to EHN to run peer group – focus on how OP facility and program elements and client success stories
NJ - 40% increase in SD (50% this week)

Continued actions this week: Spaggs in Leadership meeting/ focus on education of clients

CO – Avg of 10.2 to 13 (18 last week, 20 by end of week)

Continued actions this week: Identify client barriers to extending a DTX only within 24-48 hours. Meet daily, assign employee/therapist to attempt to overcome through family & client engagement within 72 hours

HV - ACA/Admin Discharge Increase (aggression & bringing drugs on-premise)

Solution: Hold gains this week again – continue assigning extra intentional BHT coverage, ensure behavioral contracts are being completed (new post in back and hired new BHT for new posts)
5 to 6 (2 admin, 3 therapeutic, 1 Cw/E) (6 to 4) 16 to 14 UPD

Continued actions this week:

BD & Alumni clients – add extra touchpoint with a therapist within 48 hours to review expectations of behavior, continue to issue BC
Therapeutic – add extra touchpoint/session with onsite MD, escalate to MD before TRO and for medication requests
Complete hiring and training of new BHTs to ensure post in the back of building. Added additional lighting last week. Watching for drugs being brought on-site

NJ/SIH – Continued Weakness in Stepdowns

Solution: Hold gains in SIH & Improve NJ with RES/PHP peer groups
40% increase in SD NJ (50% this week)
90% to 50% in SIH 7 of 14 (60% this week)

Continued actions this week: Family to attend alumni meeting for added support, engagement, and buy-in

DH Census dipping – (lower number of admits)

Solution: Continue partnering with admissions and keep gains this week and continue to increase this week by 1-2 census
Increased from 19 to 20 (avg 24, at 27 avg LOS 23)

Continued actions this week: Continue emphasis on keeping people in care. Implement 2 new activities that clients felt were better for the population. Posting flyers around the facility to make clients more aware. Vanessa to appoint an activities coordinator to ensure engagement and participation

Green text = improvement made from the previous week. Specific improvements are noted on the next slide.

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Scorecards: Overview Week End 9/16

Key Concerns & Proposed Solutions – Resulting from Scorecard Weekly Updates

SB PHP (clients not attending groups)

Continued actions this week: Implement immediate escalation, clinical intervention & discussion on expectations and possible discharge – document with client.

Improved this week (pager and 3 miss your out)

All – Client satisfaction surveys – Dip in customer satisfaction of activities

Solution: Refocus on activities and ensure new and engaging – at least 1 new activity this week in CA, SB & NJ
Overall increase in customer satisfaction survey collection and scores

Continued actions this week: EXE – getting ipads up and running again. Have BHTs collect at time of client phone calls. AHE – retrain Meridith and staff on process.
Improved this week (pager and 3 miss your out)
Add qualifier to for activities/outings for DTX, outings RES

All – Unplanned– Increase therapeutics and early step-downs

Solution: Daily tracking and CD involvement in overcoming barriers (job, family care, behaviors)
43 to 41 (TRO dropped from 11 to 5) Improved this week to 37 – steady on TRO (aggression, threat to life, sexual pred)

Continued actions this week:

EHN – 2^nd shift nursing causing 3 ACA over the weekend. Increase leadership in nursing 2^nd shift with Ops support
HV – BD & Alumni clients – add extra touchpoint with a therapist within 48 hours to review expectations of behavior, continue to issue BC
HV – Therapeutic – add extra touchpoint/session with onsite MD, escalate to MD before TRO and for medication requests
HV – Complete hiring and training of new BHTs to ensure post in the back of building. Added additional lighting last week. Watching for drugs being brought on-site
EXE – new facility ACA distribution list to communicate and identify clients at risk earlier. Improve communication of ACA risks on shift reports. In morning meetings, review ACA risks and assign PoC/Blocker, extra leadership presence in the facility & running groups with clinical team staffing changes

People Issues Identified

EXE – identified cultural issues within clinical – continue replacing Cs and train new staff that started this week (3 people terminated and replaced, 4 to go)
CO – identified 2 C therapists – 1 in onboarding
HV – replacing 3 leads – continue interviewing and hiring
NJ – final short list of candidates for DON & ED – moving ED candidate forward to Taek, Ryan & Dr Hu interviewing DON (2 final candidates)
UR – continue hiring and training to stabilize the team. Implementing more auditing. Improve Communications.

Scorecard Process – Continued focus on UR, Billing, Finance

Green text = improvement made from the previous week. Specific improvements are noted on the next slide.

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Scorecards: Overview Week End 9/23

Improvements/Wins

NJ: Increase in SD 40%-50%
CO: Census Avg of 10.2 to 13 to 18 last week (20 by EOW)
CLH: Census from 58-60.29 days
SB: Improve Group Attendance. Improved this week by implementing pager system and behavioral contract of 'if clients miss more than 3 groups, they'll be discharged.'
AHE

OP LOS: Increased from 27 to 52 days
OP Unplanned: Decreased from 2 to 0
OP ACAs: Decreased from 1 to 0

ACA down from 6-4
OP – from 31-32 days
UPD from 16-14

SIH:

SD from 50% - 60%
Census from 44 – 47.29
LOS 20-27.8 days
SD 60%

Census avg increased from 19 to 20 to 24 last week and is currently at 27
LOS from 10.5 to 19.75

EHN:

IP LOS: increased from 14.9 to 19.06; Highest IP LOS week since May
IP Unplanned: Decrease from 8 to 6 total
IP ACAs: Decrease from 6 to 3; 50% decrease in ACAs
SD: Increased from 2 to 5; 2 to EHN, 1 to AHE, 1 to CL, 1 to RI

ALL: UPD Improved from mid 40s to 37

Still seeing higher volume of admin discharges due to aggression, threat to life and sexual predators in HV and SL

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Scorecards: Overview Week End 9/23

Key Concerns & Proposed Solutions – Resulting from Scorecard Weekly Updates

Decrease # of UD's
A players
Documentation quality
Decrease OT

Increase LOS
Improve Documentation quality
Increase volume of Google reviews

Documentation Quality
Improve BHT exit score
Improve facilities exit survey score

Improve step downs consistently to 70+ %
Decrease OT
Documentation Quality
Improve LOS

Client Care

IP Census (from 30-26.2)
OP Census (from 5.4-4.4)

OP Census (from 12-11.5)

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Hiring - Critical Roles – 9/23/24

SB Group Facilitators (1 expansion)

Verbal offer accepted, anticipated start date, 10/21

SB Therapist (1 backfill, 1 expansion)

Sourcing, screening, interviewing

SB Nurses (1 FT night backfill)

Sourcing, screening, interviewing

HV Therapists (1 new)

Offer declined, sourcing additional candidates

SIH Therapist (1 backfill)

2 interviews scheduled this week

CL Therapist (1 backfill)

I offer pending verbal acceptance

EHN Executive Director (backfill)

Potential candidate meeting with Ryan in person this week

EHN Director of Nursing (backfill)

Potential candidate scheduled to meet with Taek

EHN Therapist (2 backfills)

1 started 9/23, 1 offer pending acceptance

EHN Nurses (3 backfills)

1 started 9/23, 1 pending start 9/30, 1 offer pending acceptance

WWR Therapist (1 backfill)

Sourcing, screening, interviewing

Exeter Therapist (1replace Cs)

1 started 9/23

Zinnia Staff Accountant (2 backfills)

Sourcing, screening, interviewing

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Facility Performance Metrics

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Client Satisfaction: Trailing 7

	Avg Surveys Collected 7 Days	Individual	Group Sessions	Activity Enjoyment	Activity Flow	Activity Connection	Facility Total
SL	22	4.91	4.73	4.14	4.57	4.29	4.59
WWR	20	4.75	4.55	4.15	4	3.55	4.36
EBH	5	4.8	5	4	4	4	4.45
DRC	0	No Data	No Data	No Data	No Data	No Data	No Data
GPR	9	4.78	4.89	5	5	4.88	4.92
SB	16	4.56	4.56	4.19	4	4.13	4.33
DH	3	5	4.33	4.33	4.33	4.33	4.5
SIH	17	4.65	4.65	5	4.94	4.88	4.81
CLH	36	4.61	4.33	4.03	3.97	3.94	4.24
HV	20	4.9	4.7	4.94	4.94	4.94	4.87
EHN	11	4.91	4.82	4.82	5	5	4.89
AHE	9	5	4.78	4.44	4.33	3.44	4.64
AMA	11	4.91	4.82	4.82	5	5	4.89
ZE	0	No Data	No Data	No Data	No Data	No Data	No Data
Zinnia Health	179	4.82	4.68	4.49	4.51	4.37	4.62

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Exit Survey Responses

Facility	Admission Process Avg	Medical Staff	Doctors	Nurses	Primary Therapists	Case Managers	Group Facilitators	BHTs Avg	Facilities Avg	Housing & Transportation Avg	Exit NPS
SL	89%	89%	84%	93%	96%	96%	96%	92%	89%	87%	91%
WWR	87%	89%	89%	91%	93%	87%	90%	92%	85%	86%	89%
EBH	95%	95%	90%	97%	97%	97%	97%	96%	88%	97%	94%
DRC	88%	91%	90%	97%	99%	97%	96%	89%	91%	75%	91%
GPR	91%	93%	91%	95%	95%	98%	96%	92%	93%	95%	94%
SB	90%	96%	91%	96%	96%	97%	94%	96%	93%	92%	94%
DH	60%	100%	100%	100%	100%	100%	100%	100%	84%	100%	89%
SIH	76%	88%	85%	94%	94%	83%	91%	70%	78%	92%	81%
CLH	90%	100%	100%	100%	100%	100%	95%	62%	70%	40%	82%
HV	81%	91%	90%	93%	92%	93%	90%	91%	83%	89%	87%
EHN	71%	100%	100%	87%	100%	70%	100%	99%	59%	50%	76%
AHE	73%	87%	78%	89%	89%	86%	85%	62%	57%	55%	71%
AMA	71%	100%	100%	87%	100%	70%	100%	99%	59%	50%	76%
ZE	97%	100%	93%	100%	99%	100%	100%	97%	96%	100%	98%
Zinnia Health

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QA Scores: 7 DAY

* AHE – re-doing some of their metrics, will be updated next week

	QA %	Medical %	Nursing %	Clinical %	Operations %
SL	99.35%	100.00%	100.00%	99.00%	100.00%
WWR	96.43%	100.00%	90.00%	96.00%	100.00%
EBH	100.00%	100.00%	100.00%	100.00%	100.00%
DRC	90.91%	100.00%	88.00%	91.00%	80.00%
GPR	90.91%	100.00%	88.00%	91.00%	80.00%
SB	93.15%	100.00%	79.30%	94.40%	100.00%
DH	77.78%	50.00%	100.00%	87.50%	50.00%
SIH	92.26%	100.00%	84.80%	93.30%	93.80%
CLH	92.26%	100.00%	84.80%	93.30%	93.80%
HV	94.64%	93.80%	98.50%	95.30%	93.80%
EHN	78.70%	9.90%	61.90%	7.80%	90.90%
AHE
AMA	78.70%	9.90%	61.90%	7.80%	90.90%
ZE	94.79%	100.00%	91.70%	93.80%	93.90%
Zinnia Health

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QA Scores: 30-DAY

* AHE – re-doing some of their metrics, will be updated next week

	QA %	Medical %	Nursing %	Clinical %	Operations %
SL	96.74%	100.00%	96.00%	95.00%	100.00%
WWR	97.79%	100.00%	95.00%	97.00%	100.00%
EBH	92.66%	100.00%	91.00%	89.00%	100.00%
DRC	91.69%	100.00%	91.00%	90.00%	84.00%
GPR	91.34%	100.00%	88.00%	91.00%	80.00%
SB	95.52%	98.20%	88.90%	96.20%	100.00%
DH	90.46%	93.10%	92.60%	88.70%	90.01%
SIH	87.35%	98.10%	84.00%	88.20%	80.00%
CLH	87.35%	98.10%	84.00%	88.20%	80.00%
HV	88.42%	86.90%	94.60%	92.60%	82.30%
EHN	81.53%	94.60%	68.20%	78.90%	92.90%
AHE
AMA	81.53%	94.60%	68.20%	78.90%	92.90%
ZE	95.08%	99.30%	96.80%	92.30%	96.00%
Zinnia Health

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Client Satisfaction Feedback�Survey & Exit

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Serenity Lodge

Positive

"Friendly and helpful staff", "staff is very welcoming", "The staff is really caring and compassionate", "the staff is good here", "I just feel like it's more structured then the last 2 places I've been in", "the staff and accommodations here are top notch"
Lowest scores came from Facility: "Ping Pong room is uncomfortable and it smells", "Yall need new chairs in dinning area", "the more complicated meals were no bueno“

Negative

"Friendly and helpful staff", "staff is very welcoming", "The staff is really caring and compassionate", "the staff is good here", "I just feel like it's more structured then the last 2 places I've been in", "the staff and accommodations here are top notch"
Lowest scores came from Facility: "Ping Pong room is uncomfortable and it smells", "Yall need new chairs in dinning area", "the more complicated meals were no bueno"

				8/25/2024	9/1/2024	9/8/2024	9/15/2024	9/22/2024
				Actual	Actual	Actual	Actual	Actual

Client Satisfaction	7 - Day	Avg Surveys Collected 7 Days	>39	4	0	5	12	22
		Individual	>4.5	4	No Data	4.8	5	4.91
		Group Sessions	>4.5	3.5	No Data	4.6	5	4.73
		Activity Enjoyment	>4.5	4	No Data	5	4.64	4.14
		Activity Flow	>4.5	5	No Data	5	4.55	4.57
		Activity Connection	>4.5	4.75	No Data	5	4.91	4.29
		Facility Total	>4.5	4.13	No Data	4.85	4.8	4.59

	30 - Day	Avg Surveys Collected 30 Days	>156	11	6	10	21	39
		NPS - 30 Days	>90%	73%	50%	70%	90%	80%
		Individual - 30 Days	>4.5	4.64	4.33	4.60	4.60	4.91
		Group Sessions - 30 Days	>4.5	4.45	4	4.37	4.37	4.78
		Activity Enjoyment - 30 Days	>4.5	4.33	4.33	4.67	4.55	4.60
		Activity Flow- 30 Days	>4.5	4.78	5	5.00	4.85	4.71
		Activity Connection - 30 Days	>4.5	4.67	4.83	4.92	4.89	4.74
		Facility Total - 30 Days	>4.5	4.55	4.42	4.66	4.60	4.75

Exit Survey Responses	Last 90 Days	Admission Process Avg	>90%	89%	90%	89%	89%	88%
		Medical Staff	>90%	91%	91%	89%	89%	88%
		Doctors	>90%	86%	86%	84%	84%	83%
		Nurses	>90%	95%	95%	93%	93%	93%
		Primary Therapists	>90%	96%	96%	96%	96%	96%
		Case Managers	>90%	96%	96%	96%	96%	96%
		Group Facilitators	>90%	96%	97%	97%	96%	97%
		BHTs Avg	>90%	94%	94%	93%	92%	92%
		Facilities Avg	>90%	84%	90%	89%	89%	88%
		Housing & Transportation Avg	>90%	96%	89%	88%	87%	87%
		Exit NPS	>90%	91%	92%	91%	91%	90%

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Zinnia Exeter

Prior Report

Program adjustments towards gender specific structure seems to be working, reduction in Census volatility w/w
Multiple praises about Dan the Case Manager, clients seem to love him

What's Working / Things to Investigate

"Everyone is very professional and helpful", "if you want to succeed go to Zinnia", "great people", "good people they care", "I really like this place", "This program is great and I am fortunate enough to be here"
Complaints about group therapy rooms: "need bigger // separate room for the women", "Frans room it too small, too hot, and the color red is not therapeutic at all. Extremely hard to concentrate or stay awake there"

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Golden Peak Recovery

Prior Report

"The BHTs are incredible. (Joey, Toby and Salena)"
"Dillon and Jacob's groups are the best", "I do enjoy the educational groups", "more staff stories would be really appreciated", "more real-life stories like Eliza's, they are so powerful"

What's Working / Things to Investigate

Case Manager compliments: "Eiza, she's great", "Eliza, she accomplished everything that she set her mind to and made me feel at ease", "Eliza is great, attentive, needs met", "Eliza, good"
Clients are requesting more groups from Dillon: "Dillon's house group was amazing", "more groups from Dillon", "Dillon's lesson"

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Endeavor House

Prior Report

Only 2 Exit Surveys completed last week, scores are based off super small sample size
Plenty of Client Satisfaction surveys completed
"The nursing staff is rude and acts bothered when asked a question", "Nursing needs help they are rude and act like they don't wanna help"
Staff seems to be quoting clients instead of letting them type themselves
Need to increase Stepdown counts

What's Working / Things to Investigate

Case Manager compliments: "Ayesha got my stuff done", "Ayesha was amazing and helped me every step of the way"
Nurse compliments: "Anyone you would like to recognize? Linda the nurse", "Linda is the absolute best!!"
Nurse complaints: "some of the nurses aren't pleasant", "the nurses are not commmunicating with me and I get a different answer everytime", "Nursing needs help they are rude and act like they don't want to help", "not crazy about most of the nurses. Especially Boyett. She is rude and doesn't want to help"

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Essential Behavioral

Prior Report

Zero Exit Surveys completed
"Jeff is an amazing "moderator" and his content is on point. He listens so intently while allowing raw comments without judgement", "I love how they individualize everyone's experience where no one feels left out and everyone is heard and given a chance to learn and share"
"The staff here is compassionate and flexible", "this staff truly cares for their clients and wants the best outcome for each individual"

What's Working / Things to Investigate

Highly satisfied client response below

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Singer Island

Prior Report

"Kevin he was very helpful", "Kevin, he is the best with urgency, information, and coming to get you. Rather than having to pick him out", "Kevin is AWESOME", "Kevin is extremely helpful and always looks out for your best interest"
Most complaints came from Admissions: "Call Center person lied about the rehab", "false statements", "empty promises"

What's Working / Things to Investigate

Lowest scores coming from BHTs: "Chirs, Ishmael and Shinay were wonderful. The rest need more training", "They suck at communication, not all of them but the ones that don't do anything and sit around on their phones", "need more direction and accountability", "Groups would be interuppted 2-5 times by BHT and some were not subtle with nightly checks", "sometimes it took them a long time to handle simple things", "nobody could even get a battery for my clock, three techs were told!"
More amazing reviews about Kevin: "Kevin he was very helpful", "Kevin was great", "Kevin. He's been really helpful during this process", "Kevin. Knowledgeable and professional", "Kevin and he is just amazing"

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Harbor Village

Prior Report

"Communication is lacking between techs on duty. Some apply the rules in one way, then the next shift applies rules a different way. Very confusing for clients"
Multiple call outs about Brenda - "she is amazing and really takes the time to help others", "Brenda the tech was so helpful in my stay, I am so grateful!"
Mutiple complaints about not having any bowls? (cereal, breakfast, ect)

What's Working / Things to Investigate

Only 1 Client Satisfaction survey completed last week
Plenty of Exit Surveys completed
Case Manager compliments: "Mickey, he went out of his way to make sure that I got what I needed", "Mickey was excellent in all fields anything he could help me with he did just that", "Mickey. He was extremely helpful as well as accomodating", "mickey he is so nice always has a smile on his face and went out of his way to help me with everything I needed", "He's very flexible and willing to do anything I asked, always had good spirits and very kind"

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Windward Way

Prior Report

"All facilitators are great but sometimes they need help facilitating", "most were great but there was one facilitator that didn't have energy and played multiple videos every group session", "some were amazing and very helpful. Some were not prepared and 'wing it' when presenting. Groups with these individuals became redundant and exhausting."
"Heather, Bella, Julia & Marissa really put in the effort and cared about all of us. Kayla and Kaylie were rude, entitled and reckless drivers"
Multiple call outs for Lesli Lewis - "Lesli for being so caring", "Lesli for being supportive, understanding"

What's Working / Things to Investigate

Solid Exit Survey and Client Satisfaction scores, Grade was pulled down by Unplanned and IP LOS metrics
Discharge process complaints: "more clarity and communication about discharge and what exactly needs to be done", "perhabs to lessen the anxiety of clients by not keeping us in the dark by giving us more time to prepare between moving from detox to residential to PHP"

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South Bend

Prior Report

Low Grade this week due to jump in Unplanned DCs / ACAs and decrease in IP LOS w/w
For clients that completed – all scores were well above 90%, clients seem highly satisfied
Activities: "great idea, had an awesome time with my rehab family", "great team building activity"

What's Working / Things to Investigate

Solid Exit Survey and Client Satisfaction scores, Grade was pulled down by Unplanned and IP LOS metrics
Group Activity scores averaging around 85% and improving w/w
Case Manager compliments: "Brooke, she was very helpful establishing my continued care", "Brooke was very helpful and organized with everything", "my case manager was Brooke, she was the best and very helpful and she needs a raise, her work ethic is amazing and she is very outgoing. I don't know what I would have done without her"

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Dignity Healing

Prior Report

Facility complaints: "Lots of bugs and lizards in the rooms and they smell like sewage", "Black mold needs taken care of", "group rooms outdated and one has rats in it"
"The BHT staff is the only reason I stayed. Without them I wouldn't have learned as much as I did", "Dustin and Manny were amazing and the reason I had the strength to stay this long"

What's Working / Things to Investigate

"I got to see some Christmas lights at the zoo. It made me feel like a child again", "we saw Christmas lights at the zoo. It made me feel like a kid again"
Complaints about rodents and black mold

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Google Review Trends

Strong jump in Google Review counts for last week at 28, compared to week prior at 13

Exeter having the highest count at 10 reviews

HV, WWR, SIH and DRC had healthy counts last week

0 reviews last week at AHE, EHN, EBH, GPR, SL