We’re Listening: How Altium Health Is Strengthening the Client Experience
Feedback helps us recognize what is working, where we have fallen short, and what needs to change.
At Altium Health, our mission is to provide compassionate, coordinated mental health and substance use treatment that helps people move toward healthier and more stable lives.
We are proud of the many people who have described feeling supported, respected, and genuinely cared for by our providers and staff. Those experiences reflect the heart of Altium and the reason our team does this work.
We have also received feedback describing experiences that did not meet the standard we want to provide. Some individuals have reported difficulty reaching our team, receiving timely follow-up, navigating scheduling changes, understanding insurance or billing information, or knowing who to contact when a concern arises.
We hear that feedback.
When someone reaches out for mental health or substance use treatment, communication is not a minor administrative detail. A missed call, delayed response, unclear bill, or incomplete handoff can add stress during an already vulnerable time. Even when the care itself is compassionate and clinically appropriate, the experience surrounding that care matters.
We take responsibility for improving the systems within our control.
Listening Without Becoming Defensive
Healthcare experiences are personal, and behavioral healthcare is especially complex. Every person enters treatment with different needs, expectations, circumstances, insurance coverage, and goals. Not every concern can be resolved publicly, and our responsibility to protect confidentiality means we will never discuss or defend the details of an individual’s care in an online setting.
However, protecting privacy does not mean ignoring feedback.
We can listen for patterns. We can examine our systems honestly. We can recognize when an experience has created frustration or added stress. Most importantly, we can use that information to make meaningful changes.
Over the past several months, Altium has taken a closer look at feedback received through public reviews, direct conversations, internal reporting, and operational data. That review has helped us identify several areas where clearer expectations, stronger accountability, and more reliable processes are needed.
What We Are Working to Improve
Making It Easier to Reach Us
Timely access begins with being able to reach a real person and receive a clear next step.
We are strengthening front-desk and intake coverage, clarifying responsibility for returning missed calls and messages, and improving how inquiries are routed to the appropriate department. We have also created multiple ways for new and current clients to contact Altium:
Main office: 801-613-9843
Text: 385-342-3490
Email: reception@altiumhealth.com
Online contact and insurance-verification forms
We are continuing to review call activity, missed calls, response times, and follow-through so that access can be measured and improved—not simply assumed.
Creating a Clearer Intake and Scheduling Experience
Beginning treatment should not require someone to understand every program, provider, insurance requirement, or clinical term before asking for help.
We are refining our intake process so that each inquiry has clearer ownership from the first contact through insurance verification, assessment, scheduling, and admission. We are also working to reduce unnecessary handoffs and make it clearer who is responsible for communicating the next step.
Our goal is for individuals and families to understand:
What information we need
What happens next
Who will contact them
Which services may be appropriate
What insurance or authorization steps may be required
Who they can contact if they still have questions
Improving Insurance and Financial Communication
Insurance and behavioral health billing can be complicated, but that does not remove our responsibility to explain the information available to us as clearly as possible.
Altium has expanded the insurance information available on our website and created a more structured benefits-verification process. Our team can review network participation, deductibles, copays, coinsurance, authorization requirements, coverage limitations, and estimated financial responsibility before treatment begins.
Insurance verification is not a guarantee that a health plan will pay a claim. However, clients deserve a clear explanation of what has been verified, what remains uncertain, and whom to contact with questions.
We are also strengthening how balances, payment responsibilities, billing questions, and follow-up are tracked so that concerns are directed to the appropriate person and addressed more consistently.
Transitioning to More Reliable Technology
Technology should support care—not create additional barriers for clients or employees.
Altium is transitioning to a new electronic health record and practice-management system intended to better support scheduling, clinical documentation, client information, billing workflows, and communication across departments.
This transition is a significant undertaking, and we are approaching it carefully. Information must be securely transferred, reviewed, and reconciled before the process is complete. While no technology can replace good communication or individual accountability, reliable systems are an important part of delivering coordinated care.
Strengthening Accountability Across the Organization
Improvement requires more than good intentions.
Altium has established clearer performance measures related to call response, scheduling, client follow-up, attendance, documentation, billing, collections, provider availability, and program performance. Department leaders are reviewing these measures regularly so concerns can be identified earlier, responsibilities can be assigned clearly, and corrective action can be followed through.
We are also reinforcing the expectation that forwarding a question or concern is not the same as resolving it. A successful handoff requires confirmation that the appropriate person received the information, understands the need, and has accepted responsibility for the next step.
Coordinating Care as Our Services Grow
Altium now provides multiple levels of outpatient mental health and substance use care, including individual therapy, psychiatry and medication management, Intensive Outpatient Programs, a Partial Hospitalization Program, TMS, ketamine treatment, medication-assisted treatment, and ambulatory detoxification.
Having multiple services in one organization creates an opportunity to provide more coordinated care. It also creates a greater responsibility to communicate effectively across medical, clinical, administrative, and billing teams.
As Altium grows, we are working to ensure that access, communication, quality, and accountability grow with it. Expanding services is only meaningful when people can understand, access, and move between those services safely and effectively.
What Will Not Change
The most consistent strength reflected in the feedback we receive is the compassion of our team.
People have described feeling welcomed without judgment, supported during difficult moments, treated with dignity, and genuinely cared for by their providers. We are deeply grateful for those experiences and for the employees who create them every day.
The changes underway are intended to strengthen the systems surrounding that care—not replace the personal connection at the center of it.
We want every interaction, from the first phone call to the final follow-up, to reflect the same compassion, respect, and professionalism that we expect in the treatment room.
Our Commitment Moving Forward
We know that publishing our intentions is not the same as earning trust.
Trust is built through consistent actions: answering the phone, returning messages, explaining information clearly, following through on commitments, coordinating care, correcting problems, and treating people with respect.
We will not claim that every interaction will always be perfect. We will commit to listening, taking concerns seriously, examining what happened, and continuing to improve.
If you have feedback about your experience with Altium, whether positive or critical, we want to hear it. You may contact our main office at 801-613-9843 and ask to speak with operational leadership, or email admin@altiumhealth.com so your concern can be directed appropriately.
Feedback will never affect a person’s ability to request care or be treated respectfully. It helps us understand where our intentions and someone’s actual experience may not align.
To everyone who has trusted Altium with a part of their story—and to everyone who has taken the time to tell us how we can do better—thank you.
We are listening. We are learning. And we are committed to building an experience that better reflects the quality, compassion, and accountability every person deserves.
