Governing for Results 2 - Washington State Digital Archives

Department of Social and Health ServicesNew procedures cut process time — avoid costsThe Medical Assistance Administration had a process for customers who neededservices that fell outside of the policy guidelines of the WashingtonAdministrative Code. These included such services as additional physicaltherapy visits or certain surgical procedures. However, customers were waitingan average of four months to receive a response to their request, and somerequests were lost in the system. The wait could cause a break in the customer'streatment, resulting in their condition worsening and more costly health careservices.A team reviewed feedback and redefined procedures to establish roles, timelines and a means to track the process. Physician and nurse teams were formedto review each request and now meet regularly to review decisions forconsistency.Results★ Processing time has been reduced from four months to no more than 10days.★ Customers receive consistent, timely responses to their requests and nolonger experience breaks in their medical treatment due to processing time.★ The efficiency of the system has avoided the program from hiring anadditional person that would have cost $36,000.Team members: Nancy Fisher, Nancy Andersen, Joan Baumgartner, EricHoughton, Sam Salama, Bev Atteridge, Cynthia Conklin, Pam Robarge, KathySamland, Casey Zimmer, Gini Egan, and Doris Miller.CONTACT: Bill Wegeleben (360) 902-0865 or Gini Egan (360) 586-147049