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In July 2009, OptumHealth took over management of the Pierce County Regional Support Network (RSN), after being awarded the contract by the Washington Department of Social and Health Services (DSHS), Mental Health Division. This program has approximately 120,000 Medicaid members. During the 2009-2010 contract year, we served a total of 15,000 consumers. OptumHealth values collaboration and has worked to develop effective partnerships in the community, as well as with the Washington DSHS. All of the OptumHealth initiatives, from individual policy review to system change efforts, are designed and implemented through committees and public forums in which consumers, families, providers and other stakeholders are actively engaged. The program places a strong emphasis on recovery and resiliency, which includes assisting and supporting consumers in learning to manage their mental health and wellness challenges and live purposeful lives in their communities. During the first year of operation, OptumHealth redesigned the crisis response system in partnership with DSHS, consumers, providers and other community stakeholders.
Crisis System Transition
OptumHealth successfully transitioned the existing crisis system to five new crisis system providers including: • A single 24/7 crisis line • Mobile Outreach Crisis Team and Designation Mental Health Professional Services (Washington required designation for court-ordered treatment) • Recovery Response Center (Crisis Triage/Stabilization) and Recovery Support Line (Warm Line) • A 16-bed Evaluation and Treatment Center • Crisis Response First Responders Team for youth/ children under age 18 with built-in respite beds for children.
Mobile Crisis Teams with Peer Support
OptumHealth Pierce County has seen a 35% reduction in civil detentions with the addition of peer-support services to mobile crisis teams.
Crisis System Redesign Request for Proposal (RFP)
On the first day of operation (July 1, 2009), OptumHealth released an RFP for Crisis System Services focusing on maximizing Medicaid dollars, and moving towards a Comprehensive Community-Based Crisis Response System using the Recovery Model of Care. Proposals from providers in response to the RFP were evaluated and scored by a panel composed of consumers and key community stakeholders. Contracts were then offered to the selected providers.
Response Recovery Center
The OptumHealth Pierce Recovery Response Center (RRC) is a secure crisis center featuring the Living Room model, which includes 50% clinical staff and 50% peer-support staff. The RRC is designed to offer a welcoming environment and treat each person as a “guest” in a no-force environment. Through active engagement, peer support, and recovery-based medical treatment, guests quickly learn they can find solutions without having to be hospitalized or involuntarily detained.
Based on a survey completed in April of 2010, 91% of consumers are satisfied with RRC services. RRC services are staffed 24/7 and available for both voluntary and involuntary adults, with a capacity of 18 individuals. Referrals are accepted from: • Law Enforcement Police Holds • Hospitals • Crisis Teams
• Designated Mental Health Professionals (DMHPs – qualified in Washington to evaluate need for involuntary treatment) • Other Mental Health Care Providers • Family/Self
OptumHealth Pierce RSN Recovery Response Center Dispositions
February 2009 – June 2010 The following tables summarize referral source and disposition of the individuals who received Recovery Response Center services. As evidenced in these tables, key community organizations (such as hospital emergency departments and law enforcement) have embraced the Recovery Response Center as a place to refer individuals in crisis. Also note that the vast majority of individuals referred to the Recovery Response Center begin in crisis but are able, after receiving support and services, to be referred back to their homes rather than being admitted to an inpatient setting. RefeRRal SOuRCe Hospital Emergency Dept Law Enforcement Mobile Team Mental Health Center Other Self Only 44% 17% 17% 6% 5% 11% Referred Back Home Connected to Area Provider Inpatient Psychiatric Medical Clearance/Treatment Shelter, Halfway House, Group Home Refused Referral Other DiSPOSitiON 44% 19% 3% 1% 6% 12% 12%
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