Date of Conferral

6-5-2025

Date of Award

June 2025

Degree

Doctor of Psychology (Psy.D.)

School

Psychology

Advisor

Derek Rohde

Abstract

Patient-centered care has become increasingly paramount in healthcare organizations (Thummak et al., 2023). A critical component of this model is patient adherence to scheduled appointments, as missed visits can negatively affect outcomes (Halladay et al., 2019), increase healthcare costs, waste resources, and disrupt workflow (Low et al., 2023). This qualitative case study investigated the factors contributing to patient nonadherence to scheduled visits in a multidisciplinary behavioral health organization (BHO) in the Southwestern United States. The study utilized data from the behavioral health leader (BHL), organizational records, and secondary sources and was guided by the Baldrige Framework of Excellence as its theoretical framework. Key findings revealed systemic and operational challenges, including inadequate follow-up procedures, insufficient patient education, high staff turnover, and inadequate workforce training. The lack of standardized re-engagement protocols further disrupted continuity of care, worsening patient disengagement. Recommendations include implementing standardized follow-up processes, strengthening patient education efforts, and enhancing staff training. An implementation and evaluation plan was proposed to track adherence and make ongoing improvements. The study’s findings suggest that addressing these challenges can significantly improve patient adherence, strengthen patient-provider relationships, and enhance operational efficiency. Moreover, this study contributes to the broader body of knowledge and may inform future research on adherence in similarly structured healthcare settings, promoting positive social change.

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