Keeping Clients and Employees Safe by Making Incident Reporting Intuitive and Intelligent
Spanning 45 locations, Integral Care’s 900 employees serve nearly 30,000 adults and children living with mental illness, substance use disorder, and/or intellectual and developmental disabilities. For Melody Moscal, Integral Care’s Quality Experience Administrator, keeping clients and staff safe is the top priority. She depends on timely, complete, and trackable incident reporting to stay informed on trends in order implement necessary risk-minimizing practices.
The previous incident reporting tool Moscal and her team had been using, however, was hindering the team’s efforts. They were inundated with support calls and data management issues as their staff of 900 occasionally forgot their tool-specific password, lost and then duplicated reports due to the tool timing out without saving the in-progress report, and struggled with the tool’s confusing user interface. Plus, Moscal and her team lacked the ability to review the incidents, gain insight into pertinent activity, or track the required next steps.
Designing a Highly Configurable Solution Around Integral Care’s Needs
After extensive research, the Integral Care team selected CIP Reporting’s incident-reporting solution, as CIP Reporting offered a much-improved user experience and provided the Quality Experience team the necessary data and insights, including:
Keeping People Safe Thanks to Data Insights
Integral Care has established a special management committee that meets regularly to review and analyze all incidents, uncover insights, and determine appropriate actions, if required — something that wasn’t possible before CIP Reporting.
Based upon data from CIP Reporting, Integral Care can identify incident trends and implement the necessary programs and training to address them. For instance, Safety Care, a program that educates staff on how to deescalate a situation while in the client’s home, was developed in response to insights provided by CIP Reporting.
When any internal or external data request is made, Moscal and her team can quickly and easily respond with professional-looking, real-time reports.
CIP Reporting’s automation has enabled Integral Care’s team to focus on what matters most — keeping people safe — rather than on diverting critical resource time to taking support calls and manually managing data.
Founded in 1967 and located in in Travis County, Texas, Integral Care supports adults and children living with mental illness, substance use disorder, and intellectual and developmental disabilities. With more than 45 locations, its services include a 24-hour helpline for anyone who needs immediate support, ongoing counseling to improve mental health, drug and alcohol treatment to help with recovery, and housing to regain health and independence. Integral Care has an annual operating budget of $101M that is used to serve more than 28,000 Travis County residents each year.