INTAKE, Assessment, Treatment
Walk me through the information gathering process on a person admitted to the program, specifically outpatient mental health program.
1-Participant and/or guardian of participant will call or use PWC website if they are seeking outpatient mental health services.
2-Provide reason they seek services, name, and insurance card information.
3-Front desk will give them estimated wait list.
4-Once assigned to therapist, intake covers Consent to Tx, ROI, engaging in scales to assess level of functionality and problem severity, ask questions for registration, and explaining process of assessment as therapy sessions do not begin until assessment and tx plan are completed.
Once a client is discharged, is there any follow up and if so when? Does it matter if the client was discharged successfully?
We provide 30 & 90 day follow up from date of discharge, regardless of successful completion of services.
What is the population you serve?
We serve all races/ethnicities; predominantly Latino community. Clients range from ages 5 and up.
What are the hours and days of services?
The Berwyn site is open Monday-Friday 9am-8pm, Saturday 9am-5pm
How are staff members provided with education about the outcomes management system, the reasons for collecting outcomes information, and it's use?
All clinicians are provided training prior to beginning to see clients. PWC has a training department that provides this training that go over assessments we use: IM+CANS, LOCUS scale, OHIO/Columbia scales, CSSR-S scale, PHQ/GAD scales, etc.
On-site supervisors will continue to provide training.
Our month trainings that cover protocols from crisis de-escalation to rights pf person served.
We have weekly staff meetings in which we are also provided training (i.e. protocols or techniques to utilize in session)
Services/treatment modalities to be provided to achieve the program objectives, including:
We provide the following:
1-Individual Therapy
2-Family Therapy
3-Individual Community Support (provide psychoeducation to the family and/or practicing techniques such as coping skills, grounding skills, healthy communication) with participant
4-Individualized Case Management Services
5-Medication Monitoring (if applicable)
When a person is not eligible for your services, do you inform the person as to the reasons? What would be the reasons for lack of eligibility?
We consult with a clinical supervisor, program supervisor, and program director to discuss case. Based on symptoms presented, level of risk, and observations in session, we determine level of care (inpatient mental health program, intensive outpatient mental health program). If PWC has a program that the client meets the criteria for, we provide referral to the program.
We then inform the client and/or client/family about our recommendations that they are not ready for outpatient mental health services.
Outside of level of risk, clients will lose their Medicaid eligibility and lose services. We refer to our other programs offered (MHEI Program- Mental Health Equity Initative Program aka TICC; ranges from ages 5 yrs and up, located in Pilsen & GI-TIBHS-Greater Illinois Trauma Informed Behavioral Health Services; services age 6-24 yrs old)
What are typical diagnoses that clients are presenting? Presenting issues?
Depression, anxiety, adjustment disorder, oppostional defiant disorder, post-traumatic stress disorder, ADHD, OCD, eat disorder
Family conflicts, DCFS, loss of a family member, lack of interpersonal skills, parents' separation/divorce
Describe the performance indicators used by your organization for service delivery improvements? How were they identified and developed?
PWC has a quality assurance department that completes quarterly reviews choosing clients at random.
QA will provide feedback to which we will discuss with our supervisors, areas we need to improve on and reach out to QA any suggestions they may have to cordinate the best plan of action to improve service delivery.
We are provided weekly clinical supervision and adminstrative supervison.
The credentials of staff qualified to provide the service/treatment modalities?
MHP (Mental Health Professional), QMHP (Qualified Mental Healt Professional), & LPHA (Licensed Practitioner of the Healing Arts )
How do you measure progress in your client?
Utilizing scales (LOCUS, OHIO/Columbia, IATP)
In our Integrated Assessment and Treatment Planning (IATP), there is a section in which we review treatment goals. We provide updates on each objective to demonstrate areas that the client has improved on and areas that still need to be worked on or need to be discontinued based on what the client is presenting as well as their collaboration on progress.
IATP GOALs are SMART goals (Specific, Measurable, Achievable, Relevant, and Time-bound)
Client Centered-Case Consultation with clinical supervisor
Working with psychiatrist and being provided updates on client improve based on their assessment
List some examples of alternative services that you have suggested.
Riveredge Hospital
MacNeal Hospital
CST (Community Support Team)
Provide structured support to provide psychosocial education to clients so they are able to link resources, live independently. They may already be in the community or get support from others. Referral from other agency sites or outside referrals (hospitals, clinics, nursing homes, etc.). A service model that provides intensive community-based support to individuals who may not progress with office-based appointments or infrequent community-based interventions.
Resources and referrals to other agencies such as: Community Pantry, Mujeres Latinas en Accion, Sara's Inn, Nami, Catholic Charities
510 First Episode Psychosis Program (FEPP)
Establish a Coordinated Specialty Care (CSC) team and conduct outreach and community-based education on Early Serious Mental Illness (ESMI). The program utilizes trusted members to assist in reaching diverse populations.
MHEI Program- Mental Health Equity Initative Program (uninsured, underinsured or with limited healthcare access).
GI-TIBHS (Greater Illinois - Trauma Informed Behavioral Health Services) (uninsured, underinsured or with limited healthcare access).
How is participant satisfation measured?
Our agency provided surveys to participants to each site, survery covers:
1-front desk interactions
2-therapist
3-process of intake and on going services
4-overall experience with PWC
5-provide any feedback
Therapist provide a 30/90 day follow for closed clients to check in if services are needed:
1-Are services needed at this moment?
2-Their level of satisfaction with PWC.
3-Their level of satisfaction with the services therapist.
4-If they feel their level of functioning has improved and/or the same.
How are outcomes from your organization and programs measured?
Our Quality Assurance team will review our cases through assessment and treatment plan based on changes through assessment, treatment plan goals, scales, and successful completion of treatment.
Appropriate interaction with staff to:
Promote de-escalation?
Manage behavior?
Empowering persons served to manage their own behavior?
Where is this documented?
How can the survey team verify that these policies and written procedures are implemented?
Team is provided with de-escalation training prior to seeing clients.
Assessing the situation, engaging with client, ensuring person's safety, examining supports, completing safety plan, and obtaining commitment to utilize supports and seek emergency support (988/911).
We document notes, document an incident report, and meet with supervisors to discuss crisis. Incident reports are sent to our Quality Assurance.
Describe how the program ensures that information and education provided to the persons served are relevant to their needs.
Utilizing client-centered case consultation with clinical supervisors, we discuss observations, self-report, scales, current symptoms, and barriers. Based on what is being presented, determine what psychoeducation is needed for client and/or family of the client.
Explain the discharge process.
Once a client disengages we do the following:
-document missed appointments, after the 2nd missed appointment, will consult with clinical supervisor
-3rd missed appointment, document missed appt, and have our front desk mail out a disengagment letter
-4th missed appointment, complete closing, document closing, discharge summary, closing registration (1006), and have our front desk mail out a dissmissing letter
-will follow up with cllient in 30/90 day follow up phone call
-If client has psychiatry with our agency, we provide one last psychiatry appointment after discharge and if they refuse we ask them to sign a AMA (Against Medical Advice) and/or send a letter in regards to AMA
Do you have policies and written procedures that address positive approaches to the program’s use of behavioral interventions?
Do the policies and written procedures include:
An emphasis on building positive relationships with persons served?
Evaluation of the environment?
In the PWC Participant Handbook, we outline the participant's responsibilities & rights as well as the responsibilites of the therapist.
In the PWC Participant Handbook, explains possible service limitation: any offensive, disruptive, and/or dangerous behavior towards other participants or staff & maintaining appropriate interpersonal boundaries.
Does the program share relevant information about the scope of services with:
The persons served?
Families/support systems, in accordance with the choices of the persons served?
Referral sources?
Yes, during training, and 3 month probation period we are provided with:
-Who we are serving (race/ethinicity, age, common diagnose)
-How we work with families
-Referral sources as PWC has a variety of programs such as IPS (Individual Placement and Support), 590 Crisis Program (if family leaves near 60605, 60606, 60607, 60608, 60616, 60661 and 60632 ), PSR (PsychoSocial Rehabiliation), PATH (Project for Assistance In Transition from Homelessness), etc
How do you respond to unsafe behaviors of the persons served?
We assess situation to determine level of risk and what type of crisis is occurring.
If it is a dangerous situation, Code Violet (Violet Person) &/or Code Silve (Person with a weapon)- clinician will contact front desk implementing drill training when a situation like this were to occur.
How are families:
Encouraged to participate in educational programs?
Invited to participate in clinical programs or services of the persons served, with consent or legal right?
Building rapport with client and client's family.
Explaining to the family the importance in client's treatment.
We discuss recommendations to families; encouraging them to come to session (family therapy or individual community support).
We provide case management, in which we will sit with client and/or family and contact outside or internal programs that are being recommended.
What if the client is ready to be discharged (they accomplished their goals and ready to be without services)?
Discuss with client about progress in treatment and collaborate on discharge plan
Consult with clinical supervisor to notify client will be successfully discharged.
Meet with client for final session, document discharge plan, and offer client a copy of discharge plan
Does each core program for which the organization is seeking accreditation have a written plan that guides the delivery of services? (written plan is the description of the agency, our philosophy of the agency, and our goals)
We are dedicated to supporting our community's well-being, providing personalized mental health care and holistic support to help each person reach their fullest potential.
Our Mission
The Pilsen Wellness Center, Inc. actively seeks to provide holistic human services to individuals and families through culturally sensitive education, prevention, treatment, and recovery interventions. These services are geared toward supporting family relationships, facilitating community empowerment, and stimulating economic development.
Our Vision
The Pilsen Wellness Center strives to become an internationally recognized catalyzing force in culturally competent human services by providing a seamless array of outcome based services fostering “Empowerment through Wellness.”
Does your organization have a policy for the clinical supervision of all individuals providing direct services?
Yes. We are provided clinical and adminstrative supervisions. We are provided with a clinical supervision note & adminstrative note.