Cannabis Treatment

July 13, 2017 by C. Scott McMillin

…we should be looking at modifying our historical approach to the addicted cannabis client, away from emphasis on legal consequences and mandated compliance, and towards a more patient-centered model.

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Managing Rehab Program Census

September 28, 2015 by C. Scott McMillin

Many years ago, when I was a young Executive Director, one of the hospital VPs wandered down to my office to inquire about the census. It (continued…)

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Creating a Culture of Customer Satisfaction, Part 7

July 27, 2015 by C. Scott McMillin

You’re probably not thinking about the stuff you wrote about today’s middling-good group session as something that could be important when an insurance company reviews the case.

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Creating a Culture of Customer Satisfaction, Part 6

July 20, 2015 by C. Scott McMillin

We’re often in the position of spending more time documenting what we do than in actually doing it.

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Creating a Culture of Customer Satisfaction, Part 5

July 13, 2015 by C. Scott McMillin

The secret to improved verbal communication is awareness, so try using video or audio feedback.

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Creating a Culture of Customer Satisfaction, Part 4

July 6, 2015 by C. Scott McMillin

The telephone represents a sort of middle ground. You may not be able to see one another, but both parties will pick up on verbal nuances– often subconsciously.

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Creating a Culture of Customer Satisfaction, Part 3

June 29, 2015 by C. Scott McMillin

Most programs already review open and closed records, so it’s not that difficult to add indicators about the quality of written information.

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Creating a Culture of Customer Satisfaction, Part 2

June 22, 2015 by C. Scott McMillin

If the program leadership values good communication, then the program staff will follow along.

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Creating a Culture of Customer Satisfaction, Part 1

June 18, 2015 by C. Scott McMillin

The traits we should be looking for may be missing from (or underemphasized in) the job description.

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Customer Satisfaction: Group vs. Individual

June 11, 2015 by C. Scott McMillin

This is not about results. It’s about attention. Our clients want to feel as if somebody’s actually listening to them.

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