A Long (Long) Way to Go in Customer Service: Behavioral Health & Social Service Provider Organizations Challenged in an Era of Increasing Consumer Options

OPEN MINDS The Behavioral Health & Social Service Industry Analyst Cover Story Recently, I read a research study about making appointments at mental health clinics in the field and was surprised. I know that customer service in the behavioral health field is not great – but I didn’t have any idea just how bad it actually is. More on the study in a minute. First, a quick digression about why customer service matters. The behavioral health and social service field is at the apex of two converging forces of consumerism – the recovery movement and increasing consumer financial participation in payment . . .