Mental well being clinicians there had long been concerned in regards to the frequency of affected person relapses—usually within the form of drug overdoses and suicide attempts—but consensus on how to address this downside eluded them. In an effort to get to the bottom of it, clinicians traced the experiences of specific patients via the therapy course of. His expertise included three face-to-face visits with completely different clinicians, 70 touchpoints, thirteen totally different case managers, and 18 handoffs during the interval between his preliminary visit and his relapse. Traditionally, buyer analysis has been an impersonal exercise.
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