Customer-Defined “Quality” In Behavioral Health & Social Services: Marketing Tools To Respond To A New “Customer-Focused” Era

OPEN MINDS, The Behavioral Health & Social Service Industry Analyst

Industry Analysis

Over the past decade, something amazing has happened in the behavioral health and social service field - we have moved from a field where professionals set the expectations of quality to one where the customer is king (so to speak) and defines performance. Like the proverbial emperor's new clothes, very little has been said about this fundamental change and even less has been said about the implications of this evolution on the management of organizations in the field. </p . . .