Abstract
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.
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.
- Content Type Journal Article
- Pages 1-10
- DOI 10.1007/s11414-011-9259-6
- Authors
- Andrew R. Quanbeck, University of Wisconsin—Madison, 4161B Mechanical Engineering, 1513 University Ave, Madison, WI 53706, USA
- Lynn Madden, APT Foundation, Department of Psychiatry, Yale University, New Haven, CT 06511, USA
- Eldon Edmundson, Oregon Health & Science University, Portland, OR 97239, USA
- James H. Ford, University of Wisconsin—Madison, 4161B Mechanical Engineering, 1513 University Ave, Madison, WI 53706, USA
- K. John McConnell, Oregon Health & Science University, Portland, OR 97239, USA
- Dennis McCarty, Oregon Health & Science University, Portland, OR 97239, USA
- David H. Gustafson, University of Wisconsin—Madison, 4161B Mechanical Engineering, 1513 University Ave, Madison, WI 53706, USA
- Journal The Journal of Behavioral Health Services and Research
- Online ISSN 1556-3308
- Print ISSN 1094-3412