PathsTo Recovery
22 December 2004
Understanding the Customer
Volume 1, Issue 4

In This Issue

Walk-through at St. Christopher's
Facade of St. Christopher's Inn

After almost twenty years of being a slave to alcohol, Bill was now ready to to make the effort to get sober. He called St. Christopher's Inn and was greeted by the agency's voicemail system. Bill left a message, but he had no phone for receiving a return call. He tried again later with the same result. On the following day, Bill did reach a live person, only to find out that there was a waiting list for the shelter. Two days of frustration were enough to turn Bill off of his interest in treatment - at least for the time being.

St. Christopher's change team conducted a walk-through exercise and realized that the admissions department did not immediately answer many calls, and that it took an average of two and one-half hours to return calls. After making several changes, each day approximately 16 more men who might have been on the street now have a place to sleep, three meals a day, a positive living environment, and access to addiction treatment, thanks to the forward-thinking decisions made by the staff at St. Christopher's.[READ MORE]

NIATx Presentations

  • Apr. 17-20, 2005
    ASAP (Alcoholism & Substance Abuse Providers of New York State) 8th Annual Conference
    Rochester, NY

The Nominal Group Technique
The Nominal Group Technique (NGT) is designed to promote group participation in the decision making process, and can be used by small groups to reach consensus on the identification of key problems or in brainstorming solutions that can be tested using rapid change cycles..[READ MORE]
CAB: Jack Needs A Ride
Since November, "Jack," a self-identified heroin user who was also on medication for depression, had been periodically calling for a bed. In fact, this was his fourth call to the Boston Treatment Center of CAB Health and Recovery Services, Inc. They gave Jack two hours to get there, but as time passed, there would be no Jack. Because the front desk phone was the client's first interaction, the change team tried to put themselves in the client's shoes. Was there anything they could have omitted or added to that telephone conversation that would encourage clients to come? [READ MORE]

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