We met with Christine Smith, a human resources representative, on September 9^th to discuss the city-run residential addiction clinic. She voiced some concerns regarding the nature of staff, patients, and management. There is a clear concern regarding the intersectional impacts that staff and management have had on clients' ability to receive quality treatment and have a pleasant experience at this clinic. Christine also went into detail regarding her goals to see the change in the clinic as well as the role she would like our team to play regarding the direct or indirect impact she'd like us to have going forward.

Details about the organization:

Christine outlined the structure of their addiction clinic and the general services provided to patients. The site at which Christine wishes us to consult is part of a larger organization providing inpatient and outpatient addiction treatment services. This site provides medication management, individual therapy, case management, and group therapy over various levels of care. Christine identified some changes in organizational structure and problems with staff retention and turnover, which first emerged during the COVID-19 pandemic. The clinic staff is now generally less experienced and has therefore received less formal training. The staff comprises individuals in recovery from substance abuse and those who have never suffered from substance use disorders (SUDs).

Needs of the consultee:

Christine identified that the primary issue being experienced at the clinic is disagreement from staff members on the role a caregiver's personal experience of SUDs and recovery should play in their ability to provide care to patients. This disagreement has caused friction between staff members and has moved over into discussions between staff and patients. Patients have brought concerns to clinic supervisors, stating that this conflict is impacting care and that they don't feel their needs are being met. These conflicts have been directly interfering with clients' ability to have productive sessions. Christine reports that they are seeking consultation to address the issue, as their efforts to resolve the problem (a statement from leadership about company policy to include all staff, regardless of recovery) have been unsuccessful.

Initial plans for approaching the consultation:

In approaching consultation for this addiction clinic, the primary need identified is to address staff conflict around being in recovery and to ensure this conflict doesn't affect patient care. Based on the description provided by Christine, it seems likely that this problem has developed because of insufficient training, lack of consistent support from management, and unclear communication about company policy. The issue is still unresolved due to insufficient interventions by clinic management which stem from high staff workloads. This assessment will be confirmed by the distribution of a survey to all staff to determine staff attitudes about being sober from substance abuse and to decide staff awareness of company policy. The consultants will then work with site management to implement all staff training on boundaries and self-disclosure, as well as make company policy clearer and more available.Lastly, our team willwork with human resources and management to implement a clear procedure for conflict resolution, such that conflicts are addressed quickly and effectively to encourage a positive work environment focused on client growth and clinical staff support.

What other recommendations can be made to improve employee satisfaction, increase morale, and client retention that has not been mentioned yet? How would we implement the recommendations?