Eliminating the Barriers to Mental Health

Audrey Neylon serves as the System Director of Mental Health and Addiction – Business Solutions at Fairview Health Services, a leading non-profit organization offering comprehensive healthcare services in Minnesota. With over 13 years of industry experience, Neylon is specialized in implementing front-end systems and revenue enhancement initiatives in healthcare organizations and steering the teams in the right direction. Starting out as a patient registrar and scheduler to currently accountable for eight departments with around 100 employees, her journey has been exceptional. The relentless pursuit of excellence has enabled her and her organization to lead the way for better healthcare services. As a strategic problem solver with the ability to envision smart solutions, she manages various operations, including scheduling appointments and admitting patients, while keeping the financial aspect of the organization intact. Neylon is presently pursuing Doctorate in Health Administration to provide the finest medical care to patients.  

In an interview with Healthcare Business Review, Neylon sheds light on some of the challenges prevailing in the mental health sector and how organizations can deliver improved mental health outcomes to patients.

What, according to you, are the challenges in the mental health space, and how do they impact children and adolescents?

In this era, seeking instant gratification through the internet can have a serious impact on the mental health of youngsters. I come from a generation where we had little or no exposure to social media. Children and adolescents today have access to various electronic devices and social media platforms at their fingertips. As we can see, social media has both positive and negative content. Young adults often tend to compare what they see on social media with their real lives, and this can be detrimental to their mental health.

People are often reluctant to discuss their problems and seek assistance from care professionals due to the stigma associated with mental health issues. Working parents also struggle to deliver proper support to their children and schedule appointments with a mental health professional amidst their busy schedules. Although virtual consultation is ideally the most convenient way to seek care, internet connectivity and other tech-related issues could be a significant barrier. Moreover, not everybody is privileged to have a smartphone or tablet to take advantage of video conferencing solutions. Parents need to be accountable and listen to their children by investing time and effort.

What are the new initiatives taken by organizations or governments to overcome the barriers to mental health?

People are acknowledging the importance of mental health awareness programs and utilizing technology and media to find a support network. Television commercials and shows are interactive and tailor-made to educate younger audiences about depression.  These commercials emphasize how a person with mental health crisis should be supported. They also educate patients on how sharing experiences or challenges with others can help improve their mental health condition.

In the past, people were unaware of the consequences of mental illness, such as depression and anxiety, and the opportunities for treatment. Whereas now, technological advancements have opened up easier avenues for people to reach out to mental health experts and receive proper care and guidance even without being admitted to an emergency room or hospital. Patients can use mobile apps to book appointments, and a majority of hospitals accept various health insurance plans. Social media also plays a crucial role in encouraging people from diverse cultural backgrounds to seek help without discrimination.

What are the factors you are focusing on to improve your services?

Primarily focused on delivering elite customer service, I closely work with mental health professionals and manage the appointment scheduling team. We conduct surveys to collect patients’ feedback on their experience so that we can focus on the areas to be improved. We already achieved a 90 percent patient satisfaction rate and aim higher. Patients can schedule appointments with us through phone calls, MyChart, or by visiting the clinic. We are constantly fine-tuning the ways patients can reach us so as to serve them flawlessly.  

How do you envision the future of the mental health sector?

The mental health sector has evolved substantially over the years. We are focusing on providing better access to care for outpatients, and I am partnering with executive leaders to ensure patients can always reach out to a mental health clinician when in need. Through this initiative, patients are assisted in scheduling appointments and provided with additional care if needed to help improve their mental health.

What is your sage advice to budding professionals in this space?

It is crucial for new system directors to know their teams and strategically understand operations. They can improve productivity if they are always connected with their teams and remain available to support them. Department meetings play a vital role in helping leaders to ensure teams have the right tools and resources in place to carry out operations.

I feel my success largely depends on my close collaboration with my team. I hold meetings with the team regularly and ensure they have everything they need to stay functional, especially while working remotely. Leaders can better excel in their roles if they successfully handle every facet of their responsibilities.