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 generally enter their profession with intent to provide excellent service, they have tended to self-define the characteristics of excellent service because they are the well-trained “experts” — and perhaps because their training did not include education on customer service.
While there is much evidence that behavioral health consumers are not satisfied with their clinical professionals, and while there is great . . .