Northwestern Medicine's emergency medicine department has historically seen a significant population of HIV+ homeless patients. In order to better serve these patients, NM's ED runs a referral program to help patients reach Chicago House, which can provide housing, treatment, and other necessities.
NM brought in Second Opinions to strategize around increasing referrals of patients from the ED. Second Opinions worked on strategies to ensure all patients going through the ED who may benefit from this program are referred. We did this by mapping out the current referral process and developing short-term and long-term improvements to each component of the current referral process. We then followed up by tracking improvement of the program as the strategies were implemented.