Date of Conferral

1-29-2026

Date of Award

January 2026

Degree

Doctor of Psychology (Psy.D.)

School

Psychology

Advisor

Derek Rohde

Abstract

For a professional therapist, social worker, psychologist, or psychiatrist, improving the quality and effectiveness of patient care is a central responsibility. This qualitative single-case study examined how WGGX, a nonprofit behavioral health organization in South Philadelphia, addressed challenges within its patient intake process to improve workflow efficiency, data accuracy, and the client onboarding experience. Guided by the Baldrige Health Care Criteria for Performance Excellence, the study explored how leadership practices, workforce engagement, and process management influenced organizational effectiveness related to intake operations. Data were collected through semistructured, in-person interviews with six organizational stakeholders and a review of organizational documents and analyzed using thematic analysis. Findings revealed five overarching themes: fragmented intake workflow, leadership-driven process adaptation, workforce capacity and role clarity, information flow and data integrity, and patient-centered access and responsiveness. Participants reported that intake inefficiencies resulted from unclear workflows, inconsistent documentation practices, and reactive process changes rather than individual performance issues. Although clinical services were effective once clients were onboarded, intake-related delays and data inconsistencies limited timely access to care. The study concluded that improving patient intake efficiency at WGGX requires standardized intake protocols, targeted workforce training, improved use of existing electronic health record systems, and leadership-led performance monitoring, offering practical implications for nonprofit behavioral health organizations operating in resource-constrained settings.

Download

Included in

Psychology Commons

Share

 
COinS