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Archive: January 2014

World Class Customer Service Built on a Culture of Staff and Client Engagement and Wellness

World Class Customer Service Built on a Culture of Staff and Client Engagement and Wellness

Dale Jarvis

Dale Jarvis and Associates

Getting off on the right foot In my last blog post, I suggested that we have a healthcare system that has forgotten about the customer. Today, I am going to begin exploring the first of five behavioral health center of excellence elements – world class customer service. Last year, Carl Clark, the CEO of the […]

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The Personal Side of Change

January 17, 2014 | Middle Management Academy | Comments

Jeanne Supin

MMA Lead Faculty Member

We are hardwired against change. Our brain stem conspires to fuel our change-anxiety. The same part of our brains that likes steady heartbeats, stable body temperatures, and balanced hormones also insists we distrust others, repeat what historically brought us pleasure, stick only to our tribe, and avoid all threats (e.g., everyone and everything else, especially anyone or anything new).

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Creating a Culture of Excellence

Creating a Culture of Excellence

Jeannie Campbell

Executive Vice President, National Council for Behavioral Health

As the behavioral health community continually adjusts and grows with the changing healthcare landscape, it’s critical that we come together as a field to define new universal standards for excellence. I’ve recently spent a great deal of time reflecting on the feedback and perspectives many of you shared in the National Council for Behavioral Health’s […]

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Are You Talking Your Way Out of Innovation?

January 14, 2014 | Innovation | Leadership | Comments

Holly Green

CEO of The Human Factor, Inc.

People in your organization are killing innovation without even knowing it. Find out how, and what you can do about it.

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What Primary Care Has to Learn from Behavioral Health

January 9, 2014 | Healthcare reform | Integration | Comments
Perfect Healthcare is Standardized Healthcare

Dr. Jeffrey Brenner

Executive Director of Camden Coalition of Healthcare Providers

Conference ’14 Thought Leader and 2013 MacArthur fellow Jeffrey Brenner, MD — best known for his “hotspotting” concept — is creating a healthcare delivery model to meet the medical and social service needs of the most vulnerable citizens in impoverished communities. Brenner talks with the National Council on hotspotting, standardized healthcare, open access, and other disruptive changes in healthcare.

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Words Are Important: Beginning to Define Behavioral Health Centers of Excellence

Beginning to Define a Behavioral Health Centers of Excellence

Dale Jarvis

Dale Jarvis and Associates

Where do we start? The American healthcare system has a horrible track record in customer satisfaction, transparency, outcomes, value…wait, I better stop here or I’ll run out of room. It also has a long history of standards setting and accreditation: identify the important elements; develop specific performance measures to test adherence with those elements; assess […]

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