LITS - Families and Consumers

Principle #3:

Empathic, hopeful, integrated treatment relationships are one of the most important contributors to treatment success in any setting; provision of continuous integrated treatment relationships is an evidence based best practice for individuals with the most severe combinations of psychiatric and substance difficulties. (Focus on treatment relationship between client and clinic staff)

(Focus on treatment relationship between client and clinic staff).

Strategy 1:

Develop and adopt ‘no wrong door’ philosophy for service.

Action A Establish “welcoming” policy that is culturally sensitive
	1.	Develop and adopt welcoming policy that is applicable to every level of client interaction
	2.	Train staff on policy and expected customer service behaviors
	3.	Monitor adherence to policy through program evaluation, PPR’s and customer satisfaction surveys.
Action B Provide expected baseline level of initial treatment intervention and relationship building mechanism no matter the place of entry or provider.
	1.	Develop clear scope of clinical practice guidelines regarding initial treatment interaction through Clinical Protocol Committee.
	2.	Develop the knowledge base, skills and practice patterns consistent with evidence based practices (see detailed plan in Principle 7).
	3.	Ongoing coordination with medical service provider

Strategy 2:

To provide ongoing treatment interventions for which there is consistent scientific evidence showing that these interventions that improve client outcomes and are person centered and culturally sensitive (more detail in principle 7).