New Technology & New Science Remake Health Care From The Bottom Up

Feature Article | May 22, 2017
The era of the tech-enabled provider organization continues to grow and because of that evolution – and the many different ways that health care professionals of all stripes are using technology – gauging the overall effect that technology is...

The Mental Health Market – By The Numbers

Feature Article | May 22, 2017
Behavioral health spending reached $213.6 billion in 2015 — an increase of $25.2 billion, or 13.4%, since 2011. The majority of that spending was for mental health services, which accounted for 84%, or $195.6 billion, in spending. (The remaining...

The Politics Of Mental Health Care: The Uncertain Tea Leaves

Feature Article | May 22, 2017
When it comes to politics, the OPEN MINDS team regularly asks a simple question that often has profound answers for the mental health field – what policy changes have the greatest influence on the health care system? The past ten years...

Social Services As Mental Health ‘Prescription’

Feature Article | May 22, 2017
The integration of social services into the traditional notion of health care in the United States has been a slow-moving trend, but it’s gained some momentum in recent years via the concept of social determinants of health. The social determinants...

The Rise Of Telemental Health

Feature Article | May 22, 2017
Interest in telemental health has been growing in our field for a few years now, with utilization driven by a combination of factors—the high costs of mental health services, a shortage of mental health professionals in rural areas, and...

Evaluating Whether A New Mental Health Service Line Is Right For You

Feature Article | May 22, 2017
There is an industry-wide transition happening in behavioral health — one that calls for more quality over quantity, more home- and community-based services, more crisis response, more assertive community treatment (ACT), and more primary care integration. The effects on provider...

Technology & The Future Of Mental Health Treatment

Feature Article | May 22, 2017
Technology has opened a new frontier in mental health support and data collection. Mobile devices like cell phones, smartphones, and tablets are giving the public, doctors, and researchers new ways to access help, monitor progress, and increase understanding of...

Creating ‘Rave-Worthy’ Customer Service

Feature Article | April 19, 2017
As a 16-year executive in the field of the treatment of substance use disorders, I have learned that the issue of providing services that are “rave-worthy” is a very sensitive balancing act.  Here are some of the issues and...

Good Customer Services Takes More Than Intentions – It Takes Metrics

Feature Article | April 19, 2017
In an era when health care organizations are increasingly expected to demonstrate the value of their offerings, the challenge of providing high-quality customer service has become more important than ever. Certainly, provider organizations are keenly aware of the need...

Net Promoter Scores: Do They Work In Health & Human Service?

Feature Article | April 19, 2017
You may or may not have heard the term “net promoter score” before. The methodology was developed a little more than a decade ago as a simple yet effective measure to help determine customer satisfaction and loyalty, and it’s...

What Is The Relationship Between Health Analytics & Consumer Engagement?

Feature Article | April 19, 2017
There’s a new sheriff in the U.S. healthcare landscape: the consumer. A recent survey from PricewaterhouseCoopers shows today’s consumer is displeased with the overall healthcare experience, craving greater transparency, value, and customer service from providers. “The healthcare market as we know...

Let Consumerism Guide Your Customer Service Efforts

Feature Article | April 19, 2017
In this month’s cover story, I ask executives a simple question: Do you know the difference between customer service, consumer experience, and consumer engagement? See Customer Service, Consumer Experience & Consumer Engagement: Do You Know The Difference? But here’s...

Seven Keys For Excellent Consumer Service

Feature Article | April 19, 2017
Health care provider organization executives, including those working in behavioral health, have historically focused upon the needs and goals of their own organization while paying little attention to the needs and goals of their consumers. While behavioral health professionals...

Why Improve Patient Experience?

Feature Article | April 19, 2017
In the face of multiple priorities and limited resources, leaders of health care organizations may question the value of measuring and improving the patient’s experience with care. Yet, powerful market and regulatory trends, combined with increasing evidence linking patient...

Public Performance Transparency As A Driver Of Performance Improvement

Feature Article | March 29, 2017
“Sunlight is the best disinfectant.” ― William O. Douglas, Supreme Court Justice "Sunlight" — in this case transparency in health care — may be the best disinfectant by assuring better behavior and better performance. But, it can also cause...