Stay connected to the latest news, thought leadership and resources for the behavioral heatth community, brought to you by the National Council for Mental Wellbeing.
World Class Customer Service Built on a Culture of Staff and Client Engagement and Wellness
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
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
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 Mental Wellbeing’s […]
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Are You Talking Your Way Out of Innovation?
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
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
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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