F21 - Dropping in Before SUD Patients Drop off: The Positive Impacts of Personalizing Employee and Patient Engagement

Tuesday, April 28, 2026

4:00 PM - 5:00 PM MDT

Location: Bluebird 3E

This panel explores a critical shift in substance use disorder treatment: moving from access to sustained engagement. While getting people care has improved, lasting recovery depends on keeping them connected. Panelists will discuss how providers can transition from episodic care to continuous coordination by identifying early disengagement, addressing social barriers like transportation, and using timely, personalized outreach. The session also challenges the historic absence of patient voice in SUD care. Rather than blaming individuals when outcomes fall short, panelists will show how feedback tools and loyalty metrics can center patient experience, improve services, support staff wellbeing, and enable transformative care.

Learning Objectives:

Explore strategies to track early engagement, remove barriers, and sustain patient connection for real recovery.
Centering the patient voice – Using feedback tools (e.g., NPS, loyalty metrics) to reshape systems and challenge the “lack of motivation” narrative.
Identify approaches that support both patients and staff, improving outcomes and wellbeing across the system.

Disclosure(s):

Paul Jaglowski: No financial relationships to disclose

Alexandra Plante, MA: No financial relationships to disclose

Rachel Valenzuela: No financial relationships to disclose

Breakout Presenter(s)

Paul Jaglowski

Partner
Relias
Raleigh, North Carolina

Disclosure(s): No financial relationships to disclose
AP

Alexandra Plante, MA

Senior Advisor, Substance Use Continuum
National Council for Mental Wellbeing
Washington, District of Columbia

Disclosure(s): No financial relationships to disclose
Rachel Valenzuela, MHA

Chief Community Engagement Officer
Valle Del Sol
Goodyear, Arizona

Disclosure(s): No financial relationships to disclose