Eastern Shore Community Service Board (ESCSB), a behavioral health provider serving two Virginia counties, significantly enhanced its service delivery by adding the Qualifacts’ Client Engagement Suite and Credible’s Business Intelligence (BI) reports and dashboards into its existing electronic health record (EHR) solution. These additional tools enabled ESCSB to improve clinical and operational efficiencies, expand its reach to underserved communities, and deliver better outcomes for clients. In addition, ESCSB leveraged Qualifacts‘ branding capabilities to customize the client engagement tools with their MyESCSB brand, creating a differentiated and enhanced user experience with their clients. 

Expanding Telehealth Services with Client Engagement Solutions

ESCSB previously struggled to reach clients in rural areas and those hesitant to seek traditional care. The Qualifacts Client Engagement Suite provided a convenient and accessible solution, helping the organization overcome these obstacles. To promote the new telehealth service, ESCSB developed an outreach campaign that used a QR code linked to the client portal app. ESCSB used the QR code on fliers and distributed them to local institutions, allowing interested individuals to easily access the service. Steve Hopkins, EHR System Administrator at ESCSB shared, “Within the first month of the implementation and the QR code campaign initiative, the agency saw an estimated 1,000 downloads of the client portal app, representing over half of its client base.” 

Recently, Hopkins received approval from ESCSBs Executive Director to further promote the app. Flyers with QR codes linking directly to the client portal will be distributed to the community. “The goal is to make it clear that anyone seeking help can easily access the app, register, and schedule appointments without needing to visit the physical location. This approach aims to create a more comfortable and safe experience for clients.”  

Improved Same-Day Access with Virtual Care, in Alignment with Virginia Requirements

Virginia’s System Transformation Excellence and Performance (STEP-VA) initiative requires CSBs to provide nine core services, and with the  implementation of the Client Engagement Suite, ESCSB enhanced workflow completions for Same Day Access (SDA) initial assessments, intake, and treatment services. 

Strengthening the SDA process through the use of various engagement tools such as a client portal and telehealth, care for ESCSB clients continues to improve . “ESCSB sees around 8-10 SDA clients daily. As soon as these clients arrive, our ESCSB Peer Support staff assist them in downloading the app. The staff then ensure the client is logged in and sends them home to await their appointment. This eliminates the necessity for clients to wait in a crowded waiting area, thereby reducing anxiety and enhancing satisfaction,” Hopkins shared. 

Elevating Operations with Qualifacts Business Intelligence

To support its expanded service delivery and strengthen the organization’s sustainability for the future, ESCSB now uses Credible BI to gain insights into performance metrics and analytics that inform data-driven decision-making.  

ESCSB has developed a variety of custom reports through the BI tools to track client outcomes, identify trends, ensure compliance with regulatory requirements, optimize its service delivery and provide more effective care to its clients: 

• The quarterly report now uses color-coding to visualize the status of each department’s reporting, significantly improving the efficiency of tracking and managing data, saving time, and reducing the risk of missed deadlines. 

• In-person visit reports track clients receiving enhanced case management services to help ESCSB meet the required visit frequency. “We are already seeing improvements in the numbers, which was made possible by the visibility of the data,” Hopkins said. “The report enables ESCSB to be confident that we are compliant with state and federal regulatory requirements, and it also identifies areas for improvement.”  

ESCSB’s successful implementation of the Client Engagement Suite and BI tools demonstrates the power of technology to transform behavioral health facilities. By expanding access to services, improving operational efficiency, and enhancing data-driven decision-making, ESCSB has strengthened its commitment to drive enhanced outcomes for its clients and reinforced its position as a leading provider of mental health and substance use services in Virginia.