By Monica E. Oss, Chief Executive Officer I heard the proverb, “The road to hell is paved with good intentions” a lot as a child. The meaning—good works trump good thoughts. I think this sentiment is particularly relevant when looking at how specialty provider organizations provide person-centered care (or offer self-determination initiatives or address consumer social support needs). Most of the executive teams I speak to on this topic can attest to good organizational intentions (great mission statements and more) to meet the needs and wants and preferences of consumers. But many times, these intentions do not have the benefit of organizational processes or measurement—and are largely…
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