Industry Leading Client Engagement and Treatment Success: Warriors Heart Case Study
Background
Warriors Heart is a multi-location SUD treatment provider serving veterans and first responders.
Results
Treatment Success:
Warriors Heart has consistently been in the top 10% of SUD treatment facilities nationwide, and in Q424 was among the top providers across several measures:
- Among the highest average percentage improvement in their clients’ Trac9 Global Recovery Score (GRS) – which is a composite of nine pathology and resilience factors shown to be most predictive of treatment success
- Among the lowest percentage of clients discharged with a high relapse risk score
- Among the lowest percentage of clients leaving AMA or Eloping
- Among the highest percentage of clients reporting no alcohol or drug use on monthly post-discharge follow-up surveys
Client Engagement:
During Q424 Warriors Heart had the highest rates of client engagement as measured by:
- Percentage of clients who said their therapist discussed their Trac9 assessments with them
- Percentage of clients who completed their monthly post-discharge follow-up surveys
Client Engagement and Outcomes – What the Research Tells Us
A previous Trac9 Insights paper discussed findings from our database of over 6 million completed assessments showing a strong correlation between client engagement and treatment success, including:
- Therapists who review their clients’ Trac9 assessment result have 32% greater improvement in their clients’ Global Recovery Score (GRS), corresponding to a 29% reduced relapse risk within 1-year post-discharge.
- Clients who say their therapist reviewed their first Trac9 weekly assessment with them had a 21% lower AMA rate.
Best Practices Leading To Results
Warriors Heart leadership graciously agreed to share their best practices for achieving these high levels of client engagement and treatment success outcomes:
Angel L. Lugo, LFACHE, Chief Strategic Officer, Warriors Heart:
“We take pride in being a training academy to use tools to get and stay sober. The Trac9 tool is an integral part of the treatment program. All Client Relations staff are trained to assist Clients with access to the Trac9 assessments and all Clinicians open & review all weekly results. Clients are trained that doing Trac9 is part of their treatment and they discuss their Trac9 results in every therapy session during their 1-1 sessions with their clinicians. Clients also have assigned “battle buddy” for peer-to-peer healing. Leadership sets the expectation that clinicians will review the Trac9 results in therapy. Management watches the rate of review by clinicians, and acknowledges those with high review rates. Trac9 is a “thing” every day at Warriors Heart.”
Christina Moreno, Executive Director, Warriors Heart Texas:
“From their training program, clients know that we respond to feedback…we show that on the feedback forms while they trained with us. With that being said, I would think that our warriors [clients] know that we will utilize the Trac9 tools to create a better training program and they want to be a part of creating wellness for other warriors who choose in to training.”
Denise Greenwood, LCSW-S, Clinical Director, Warriors Heart Texas:
“I agree with Christina. The only other things I might add is we have an SOP on follow up calls, so every client receives this call and is reminded of the importance of responding to these and, we are Niche program, and the clients respond as the Warrior class to stay connected.”
Deni Smith, LCSW, Clinical Director, Warriors Heart Virginia
“This is fantastic data. I agree with Christina’s assessment; staff are responsive so they know first-hand that we will remain connected and that we will be available to assist if necessary. Also, in the day-to-day, we work hand in hand with the warriors regarding the Trac9 process and utilize it in real time in sessions with them. My experience thus far with my clients is that they become eager to understand the data shifts as well. They pay attention to their out come measures when we talk about them. They experience the insight those trends bring; it’s not just something we administratively complete on the backend that’s never shared with the client…it’s a part of the ongoing treatment process. They are invested in their progress, so I would surmise that they see the benefits of continuing with it post discharge.”
