Home > The ATTC/NIATx Service Improvement Blog > NIATx: Promising Practices to Increase Engagement in Treatment
Maureen Fitzgerald
Great Lakes ATTC/NIATx
NIATx Principle 1, "Understand and Involve the Customer," comes alive when a change team conducts a walk-through of their agency or one of its processes. For many change teams, the first walk-through focuses on the customer's first contact with the agency: the intake and admission processes.
A walk-through of first contact can start with a member of the change team can pose as a customer calling the agency for information. This simple activity can uncover previously unnoticed barriers:
Waiting area, Above and Beyond Family Recovery Center |
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