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Making Customer Service a Priority

September 20, 2019

Excellent care for residents begins well before admission day to The Barry Robinson Center (BRC). Families quickly learn BRC places a high priority on customer service before, during and after a child’s placement.

“I want to thank you specifically, and everyone at BRC, for making this as comfortable as possible for us. We are incredibly grateful for the phenomenal support we have received. This is a very difficult time for our entire family and the burden of this decision has weighed very heavily on us. Thanks to all of you for making the entire process as seamless and painless as possible,” one grateful parent recently wrote to Laura Chaney, BRC’s director of customer relations.

A representative from a military installation had this to say: “While many of our parents are impressed with BRC, one family presented significant challenges. During a conversation, the mother mentioned to me how ‘wonderful’ Laura is. She provided nothing less than excellent care to this mother. I have come to value my relationship with all BRC employees and appreciate everything you do for us.”

Laura Chaney
Laura Chaney, Director of Customer Relations

Chaney, a 30-year veteran of BRC, is often the first person a parent or provider talks with. When someone asks for more information or refers a child, Chaney and other representatives respond quickly. During that initial conversation, they begin to build a rapport while finding out more about the child’s situation.

“I work to make everyone feel special,” Chaney said.

Everyone on the admissions team and throughout BRC shows this same attitude. BRC employs representatives who serve in several regions across Virginia and North Carolina. Chaney and another representative handle inquiries from other states and overseas. The team works closely together to support families.

Admission Process

After screening to determine if a child will benefit from BRC’s treatment, Chaney begins to gather clinical documentation and medical releases.

Some families ask to tour BRC as part of their decision-making. BRC staff understand parents’ concerns about leaving a child in someone else’s care for several months. When Chaney or other staff conduct tours, they provide as full an experience as possible. They take parents into dorms, classrooms, activity areas and cafeteria, answering questions and introducing them to other staff along the way.

“We’re very transparent here,” Chaney explained. “Generally, parents seem very pleased with our campus and the atmosphere. They appreciate that we don’t have an ‘institutional’ feel.”

Another distinguishing BRC service involves children not accepted for admission. BRC staff will help the family by recommending another facility that might be more appropriate to meet the needs of their child.

From Admission to Discharge

Chaney coordinates the admission day process, meeting families, finalizing paperwork and working with other staff involved in the process. In some cases, BRC helps families with transportation and lodging, using services from other nonprofit partners such as Mercy Medical Angels and The Ronald McDonald House.

“We give people a ‘red carpet’ experience,” she said. “I enjoy chatting with families and making them feel comfortable. We’ve streamlined the process as much as possible for them.”

During a child’s time in treatment, parents often call Chaney to check in or ask questions. She helps when she can and makes sure to connect them with other members of the treatment team as needed.

Coming full circle, Chaney meets families again on the day of discharge. She gives each child a BRC “challenge coin,” to recognize their achievement of successfully completing treatment.

BRC Challenge Coin
BRC Challenge Coin

And before families leave campus, the child rings the BRC bell, a longstanding campus tradition. A couple years ago, Chaney recommended a campus-wide announcement, inviting staff and residents to join the family at the bell to help mark the successful discharge.

“Once in a while, we’ve had an admission and discharge at the same time. It’s pretty special when the family with the admission sees the celebration of a child’s successful discharge. It really gives them hope for their own child.”

TESTIMONIALS

One family's story from crisis to hope. We are your typical American family; happily married parents, four kids, and a dog. In the early weeks of 2016, we found ourselves in a family crisis like none other we had …
What a great performance today by the Voices of Pride! Everyone really enjoyed the singing performance by the children. The BRC children were respectful and helpful to the staff and residents at The Memory Center. …
I just want to let you know how much I appreciate the communication from The Barry Robinson Center. It makes me happy that I am able to feel comfortable calling Rodney and asking these questions, getting his …
I wanted to respond to your email once I arrived home and got situated. I had a wonderful trip. Everything couldn't have gone better if I had planned it. Every interaction that I had with staff, my time with my …
I want to thank you all. I have met a few families at the Ronald McDonald House staying there to tour The Barry Robinson Center and I've told them how amazing you all have been and the amazing difference you've made with …
I am sitting at the airport in Virginia thinking about the wonderful weekend I spent with my daughter. It was not perfect, and started a bit rocky, but the recovery was quick which enabled us to spend some quality time …
We were tremendously impressed and ultimately picked BRC because of your rapid and thorough intake. Thank you so much for all that you do!
I want to thank you for the warm welcome you and your staff gave my family yesterday. The professionalism and understanding of a difficult transition really helped. My family has experienced many such events, and this …
We’ll be there in the morning. Can’t wait to bring our son home!! Thank you so much for everything. I feel like I have my sweet little boy back.
We can't thank you all enough for how seamless you made the whole process. From the moment we started our interactions with BRC we have felt extremely well-cared for and important. We did not feel as though our son was …
My wife and I write this letter of reference for The Barry Robinson Center expressing our complete support for their therapeutic services provided to children and adolescents dealing emotional and mental conditions …
I know our journey is far from over in this battle with mental health, but I am forever grateful to you and your staff for helping us out of crisis mode and giving us hope for a future. I know each employee plays a part …
I wish I knew how to better express my heartfelt gratitude and the indebtedness I feel towards you. You believed in my son when no one else did. You saw the good in him when no one else could see past the outbursts and …
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