To start any improvement effort, the Change Leader and one other person, ideally the Executive Sponsor, conduct a walk-through to experience what it’s like to be a customer of your agency or facility. The walk-through helps you understand the customer’s perspective and the organizational processes that inhibit access to and retention in treatment.
The knowledge that you gain from the walk-through will help you understand where your priorities should be and what kinds of changes will ultimately have the biggest impact on customer perceptions and the budget.