Performance Feedback and Goal Setting to Improve Mental Health Center Staff Productivity

A multiple baseline across groups design was used to assess the effectiveness of first self-monitoring (feedback), then self-monitoring plus assigned goals (feedback and goal setting), on the proportion of work hours spent in direct client contact by 17 clinicians in a rural mental health center. Results for the first group (n = 6) showed that performance rose 59.8% between baseline and the final treatment phase. Corresponding increases for Group 2 (n = 6) and Group 3 (n = 5) were 29.1% and 19.8%, respectively. Most increases occurred during self-monitoring, but the combined treatment produced small additional increments. In the final treatment phase weekly goal attainment occurred at a 33% rate for Group 1, 14% rate for Group 2, and 10% rate for Group 3. Amounts billed for individual therapy and for all therapy increased for all groups.