Whenever we are approached by new clients we take the approach of using the minimal level of intervention possible to reach the desired outcome. This reduces disruption and cost. There are times when people need access to residential care. This gives an idea of our method of deciding where to recommend someone.
Selecting the right rehab or mental health residential centre for yourself or a client can be a daunting task. For those seeking private treatment for addiction or mental health issues, the number of options can be overwhelming. In the UK alone, there are dozens of facilities to choose from, and in the US, there are over 18,000 addiction clinics.
At Portobello Behavioural Health, our case managers are responsible for staying informed about how these various centres are performing. Personally, I’ll admit, I’m a bit of a "super geek" when it comes to this industry. I’m fascinated by the process of matching individuals with the right centres, and I take that responsibility very seriously—after all, people often only get one shot at this, and it’s crucial we help them make the most of it.
Google is not the best resource for this. Due to advertising violations and manipulative search engine practices, Google has even had to restrict addiction services from advertising on its platform. In the UK, the landscape is further complicated by referral agents or "patient brokers" who present themselves as impartial advisors, but in reality, negotiate commissions with the rehab centres—a practice that often remains hidden from those seeking help. But that’s a conversation for another time.
Common Referral Methods and Their Limitations:
Many professionals rely on recommendations from general practitioners (GPs). While these can sometimes be helpful, it’s important to bear in mind that GPs are only familiar with the information they’ve received from the centres themselves or from patient feedback. It’s unrealistic to expect GPs to have a deep understanding of the intricacies of every treatment facility—this requires dedicated expertise from those whose primary focus is this area.
Getting a referral based on a friend or colleague’s positive experience can be useful, but it has its limitations. Centres evolve over time—ownership, staff, treatment approaches, and overall care can shift. A positive experience from several years ago may not reflect the current state of the facility.
Our Approach to Selecting the Right Centre:
At Portobello, we don’t rely solely on site visits or luxury amenities when evaluating a centre’s suitability. While I’ve personally visited hundreds of facilities across the US, Asia, and beyond, our focus isn’t on superficial aspects like the quality of the bedding or celebrity endorsements. Here's what we *do* consider:
1. Price and Value:
Price is not an indicator of quality. Our goal is always to match a client’s needs with the most cost-effective option, irrespective of their financial means. While some clients may prefer more luxurious settings, most are focused on treatment quality rather than the comfort level of the facilities.
2. Previous Experience with Treatment Programmes:
We look favourably on centres where we’ve seen consistently positive outcomes. This isn’t just about clinical excellence; it’s also important that a centre works well with external services, including ours, and with other clinicians involved in the client’s care. Knowing the key contacts for admissions and aftercare coordination can make the process much smoother for the client.
3. Accreditation and Compliance:
We review reports from accrediting bodies such as the CQC (Care Quality Commission) or JCAHO (Joint Commission), though we recognise that these assessments don’t always tell the full story. We examine reports carefully and are cautious about centres that should be accredited but aren’t. In such cases, we expect a clear explanation.
4. Facilities and Amenities:
While we consider the physical environment of a centre, it’s generally a lower priority unless it’s essential to the client’s care. Of course, some clients with less sensitivity to price may opt for more comfort, but this is relatively uncommon.
5. Network of Trusted Colleagues:
We maintain a network of trusted professionals around the world who also make referrals to these services. When we’re considering a new or unfamiliar centre, we consult with colleagues to gather insights on any recent changes or experiences with that facility. This peer feedback is invaluable when determining the best match for a client. This was a practice I picked up with the Association of Intervention Specialists when I was attending their meetings in the 1990’s.
6. No Financial Incentives for Referrals:
We firmly reject the practice of financial compensation for referrals and actively seek to avoid referrers who engage in this. Our sole aim is to match the right client with the right service provider, based on the client’s needs, not financial arrangements.
We do not operate on a quid pro quo basis. While we appreciate it when other services choose to work with us, this does not influence whether we refer clients to them. Our decisions are based purely on what’s in the best interest of the client.
Final Thoughts
Choosing the right rehab or mental health facility can be a complex process, and there is no one-size-fits-all solution. If you’re ever unsure where to refer someone, feel free to reach out to us—we’re always happy to share our insights. And if you’re a marketer for a service, please do get in touch, but be open about both the positives and negatives of your facility. Transparency helps us make the best possible decisions for those in need and means we trust you.
