Journal
JOURNAL OF BEHAVIORAL HEALTH SERVICES & RESEARCH
Volume 39, Issue 1, Pages 91-100Publisher
SPRINGER
DOI: 10.1007/s11414-011-9259-6
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Funding
- Robert Wood Johnson Foundation [56764, 59714]
- National Institute on Drug Abuse [R01 DA020832, R01 DA018282]
- Substance Abuse and Mental Health Services Administration's Center for Substance Abuse Treatment [SC-05-109]
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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.
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