Quanbeck Andrew R, Madden Lynn, Edmundson Eldon, Ford James H, McConnell K John, McCarty Dennis, Gustafson David H
University of Wisconsin-Madison, 53706, USA.
J Behav Health Serv Res. 2012 Jan;39(1):91-100. doi: 10.1007/s11414-011-9259-6.
The Network for the Improvement of Addiction Treatment (NIATx) promotes treatment access and retention through a customer-focused quality improvement model. This paper explores the issue of the "business case" for quality improvement in addiction treatment from the provider's perspective. The business case model developed in this paper is based on case examples of early NIATx participants coupled with a review of the literature. Process inefficiencies indicated by long waiting times, high no-show rates, and low continuation rates cause underutilization of capacity and prevent optimal financial performance. By adopting customer-focused practices aimed at removing barriers to treatment access and retention, providers may be able to improve financial performance, increase staff retention, and gain long-term strategic advantage.
成瘾治疗改进网络（NIATx）通过以客户为中心的质量改进模型来促进治疗的可及性和持续性。本文从提供者的角度探讨成瘾治疗质量改进的“商业案例”问题。本文所开发的商业案例模型基于NIATx早期参与者的案例示例以及文献综述。长时间等待、高失约率和低持续率所表明的流程低效会导致产能利用不足，并妨碍实现最佳财务绩效。通过采用旨在消除治疗可及性和持续性障碍的以客户为中心的做法，提供者或许能够改善财务绩效、提高员工留存率并获得长期战略优势。
