Youth advocacy program re-imagines delivery of its behavioral health services
Through an extensive discovery process and patient journey mapping, BusinessWhys illuminated innovative solutions to address operational and cultural challenges faced by a youth advocacy nonprofit’s emerging behavioral health division.
Challenge
Following the pandemic, a youth-focused non-profit organization expanded its business model by adding behavioral health services to its existing prevention and education offerings. A few years into the expansion, the new behavioral health services division sought to improve efficiency and financial sustainability.
Discovery
The organization engaged BusinessWhys (BW) to provide a process-focused perspective and to uncover ways to elevate the patient and employee experience while improving operational efficiency. Using its Proven Process, BW guided the organization through a discovery that included evaluating inbound referrals, patient intake, and the outpatient clinic experiences.
During the project, BusinessWhys:
Mapped the "patient journey"
Interviewed team members throughout the organization
Participated in "ride-along" and observational visits
Reviewed existing documentation
Documented, validated, and analyzed findings
Presented executive leadership with Key Areas of Concern, Recommendations, and a Strategic Roadmap
During the project, BusinessWhys:
The Impact
Equipped with BW's Journey Map and Opportunities Matrix, the organization's leadership better understood their team's underlying concerns and challenges. The Strategic Roadmap outlined actionable solutions to their challenges that aligned their strategic goals and industry best practices. Armed with this analysis, the CEO was able to make informed investment decisions, organizational structure changes, and receive necessary buy-in from their board.
With BW's Journey Map, the organization's leadership gained a deeper understanding of their team's underlying concerns and challenges. They also had an actionable roadmap for implementing recommended solutions – solutions that incorporated their unique circumstances and industry best practices. This analysis empowered the CEO to make informed investment decisions and organizational structure changes and to gain the necessary buy-in from the board.
