• A large selection of insurances seemed to be widely accepted .
• None of the calls connected asked about the current status of patient or if he or she was in crisis . Doing so may help callers and organizations make more timely decisions about the most appropriate care and required services .
• When speaking with live attendants , callers were usually quickly engaged by empathetic , caring individuals at the service organizations . Organizations providing residential or other longer-term care were particularly engaging ; often being staffed by Peer Specialists or other who previously had experiences receiving care from the facility at which they now work .
• If a prospective patient did not have insurance , there was not a clear response , but it was implied that the provider and / or facility would help patients with reimbursement paperwork .
• Approximately half of the 25 calls were answered by an individual ; the remaining calls were sent to voicemail messages or other form of automated attendant .
Access Audit Summary The goal of access audit calls is to gain a better understanding of the pathways and processes available to community members seeking assistance . Polk County service providers included in the Access Audit were typically highly empathic and provided clear information about the initial process of care . However , since many calls went to voicemail or an automated attendant , it implies that the initial outreach to learn about available services faces some process-based challenges . A common refrain from key stakeholders and focus group participants ( noted elsewhere in this report ) centered on the importance of facilitating easy access to care – especially for those entering the healthcare system for the first time or seeking initial care for an urgent situation . In the interviews and focus groups , it was reported that the first “ experience of care ” when seek help for behavioral health issues ( including substance use disorders ) is critically important . Many suggested that patients were more likely give up efforts to receive services if the first call or outreach does not provide an immediate next step . In summary , the Access Audit shows that initial contact with a live person is very important and , in many cases , delayed due to the use of automated attendants or similar features . However , once connected with live respondents , callers receive helpful information . Access to counseling and medication management services is often not readily available while initial screenings are usually handled quickly .
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