Evaluation of Client Churn

The dataset includes new clients served from 10/1/2022 to 9/30/2023. This includes a total of 968 datapoints. Some of the variables evaluated include:

Experienced WC Change: This variable includes two potential outcomes: (1) WC remained with SSS until after client finished care, and (2) WC left SSS before client finished care. This only includes those WCs who ended treatment before the last month in the time period.

Number of WCs: This data is displayed in two manners: (1) a numerical variable of WCs experienced by client, and (2) a single WC, or two or more WCs experienced while in care.

Days from RA1 to Last Contact: The number of days a client is in care spanning from the first administered risk assessment to the day of last contact.

Days after WC Change: The number of days a client remained in care after a WC change.

Differences in Retention Due to the Need for Multiple WCs

There were only seven observations that included 3+ WCs, and all seven completed treatment. For the purpose of this analysis, the number of WCs per treatment period were categorized as (1) a single WC for the duration of treatment, and (2) multiple WCs for the dutation of treatment.

## # A tibble: 4 × 4
## # Groups:   client.n2WCs [2]
##   client.n2WCs                    client.experiencedWCchange            n   freq
##   <chr>                           <chr>                             <int>  <dbl>
## 1 1 WC for all risk assessments   WC left SSS before client finish…    39 0.0458
## 2 1 WC for all risk assessments   WC remained with SSS until after…   813 0.954 
## 3 2+ WCs for all risk assessments WC left SSS before client finish…    17 0.147 
## 4 2+ WCs for all risk assessments WC remained with SSS until after…    99 0.853

Clients who receive treatment from more than one WC while in care are significantly less likely to complete treatment, with the frequency of completion decreasing from 95.4% to 85.3% (X2 (1, N=968) = 19.025, p < 0.0001).

Time Remaining in Treatment Following a WC Change

This analysis was completed only on those clients who did leave treatment prior to completion (N=56). Below is a descriptive statistics summary of the mean, minimum, and maximum number of days a client remained in care following a WC change, stratified by the total number of WCs a client was assigned to during treatment.

Number of WCs Mean Number of Days Minimum Maximum 1st Q 3rd Q
1 23.69 0 165 2 35
2+ 11.47 0 37 2 19

While individuals who had more than one WC remained in treatment for a total of ~21 days following a WC change, the average number of days a client stayed in treatment in the absence of a WC change was ~24 days. This is a decrease of 50% in longevity of care in the presence of a WC change. However, this finding was not statistically significant (p = 0.1075), which could be due to the lower overall sample size available.