⭐ CASE STUDY #2 — Behavioral Health Barriers-to-Care Analysis

(For Behavioral Health & Recovery Nonprofits)

Client Type

Behavioral Health Nonprofit

The Challenge

A behavioral health nonprofit struggled with inconsistent participation in counseling and recovery programs. They needed to understand emotional, logistical, and cultural barriers preventing clients—particularly veterans—from engaging in services.

Approach & Methods

• Client-experience interviews

• Barriers-to-care mapping

• Thematic analysis

• Staff interviews on workflow and access points

Key Insights

• Stigma and fear of judgment reduced initial outreach

• Intake felt overwhelming and confusing

• Veterans often needed clearer expectations and trust-building

• Transportation and scheduling created silent obstacles

• Staff wanted more training around military culture and messaging

Recommendations

• Simplify and shorten intake steps

• Add culturally responsive communication strategies

• Provide optional pre-intake “orientation calls”

• Align scheduling with client availability patterns

• Strengthen peer-supported pathways where possible

Impact / Outcomes

• Reduced no-shows and improved retention

• Increased sense of psychological safety and trust

• Clearer understanding of what clients need before engagement

• Stronger alignment between staff workflows and client lived experience