Program Review: Timberline Knolls Residential Treatment Center

You may have recently heard of Timberline Knolls for the high-profile admission of Ke$ha on Friday, January 3, 2014. Or maybe you heard of Timberline Knolls when Demi Lovato was raving about it to MTV when she was discharged several years earlier. Both of these and many other celebs are drawn to Timberline Knolls for their quiet, discrete environment with a good reputation for getting young women healthy.  imgres

Reviews

We take reviews from the internet lightly since they could have been written by competitors (yes, that really happens), written by staff posing as program alums or written by actual alums. Unfortunately – there’s just no way to know for sure so be cautious when considering the reviews. Most of the negative reviews for Timberline Knolls across these sites indicates pretty good clinical program, really nice setting, but super high pricing which may not be very transparent (not currently listed on their site) and significant problems with the Timberline Knolls administration for various issues. 

Google Reviews: 2.8/10 (10 Reviews)
Yelp Reviews: 5/5 (2 Reviews)
EdTreatmentReviews.com: Mixed
BBB.com: 8 Complaints
ComplaintsBoard.com: 6 Complaints 

Who They Serve

They admit women ages 12 – 60’s to extremely discrete care (lots of celebrities). Timberline Knolls recognizes that recovery from eating disorders, addiction and the other conditions is a lifelong process for women. Women require different tools as they move through different phases of life. Their customized program addresses the unique treatment needs of women at various stages of life. 

Many adult women come to Timberline Knolls after having been in recovery for many years. They offer programming tailored to the specific needs of mature women, including those of mothers with children at home. Many clients come to them having been triggered by complicated life events like a death in the family, divorce or significant career challenges.

Residents live in separate lodge settings based upon their age. Adolescent girls attend school at the state-approved Timberline Knolls Academy. They benefit from the tight integration between the classroom and a therapeutic living environment that supports their social, developmental and clinical needs. Check out their video here

Location

timberline-knolls-campusTimberline Knolls (40 Timberline Drive Lemont, Illinois 60439) is located on 43 wooded acres just a few miles southwest of Chicago, less than a half-hour’s drive from either O’Hare or Midway Airport. An interesting side-note: The campus received recognition for its beauty from the American Institute of Landscape Architects. The tranquil grounds contain a lake and reflecting ponds, an historic art studio, comfortable contemporary residential facilities, and outdoor activity fields.

Residents are housed in one of four residential lodges, (Oak, Maple, Pine and Willow), which are staffed 24 hours a day with nursing and clinical support staff. Timberline Knolls also employs on-campus security staff 24 hours a day to protect the safety and privacy of both residents and staff.


Fees, Insurance and Financing 

$875 per day. The daily rate is inclusive for all clinical, educational, psychiatric, behavioral/milieu, nursing, and expressive therapeutic services on a 24 hour, 7 days a week basis. Individual, family, and group therapies are included. It also includes all meals and lodging. The daily rate is based on a tuition model of monthly billing. Non-included services are off-site medical services such as pediatrics, gynecology, dentistry, dermatology, hospitalization, urgent care, emergency care, urine/blood/lab work, etc., and medications. If any of these services are required, the specific provider of those services will directly invoice the parent(s)/guardian(s) or their insurance. 

If applicable Timberline Knolls works with a client’s insurance company (some in-network, some out-of-network) to get as much of the fees covered. Admissions counselors will help clients investigate their benefits.

If insurance is not an option and out-of-pocket is out-of-reach, contact Timberline Knolls and ask about financing.

Final Thoughts

Timberline Knolls had a bumpy start when they started in 2005. The original founders were two pretty shady characters who have since been replaced by reputable investors that seem to be focused on providing a good quality program to upper and middle class women. Most of the feedback we gathered from online and colleagues was that they do a descent job working with the clinical issues but could be a lot more upfront about expenses. They also received several negative marks for having difficult admin staff. These issues could be more about personality (clients as well as the staff) and less about policies that impact every client.

Overall, we encourage perspective clients to take a tour and consider the program. It’s best to higher an educational consultant or case manager to go with you. They will ask detailed questions you may not think to ask or just feel way too uncomfortable to ask. This is a decision you should not make alone. 

IECA Webinar: Working for Entitled, Demanding Families Part 1 of 2

On July 9, 2013 Fonthill Counseling Founder and Clinical Director Rob Danzman presented the IECA Webinar Working for Entitled, Demanding Families: Marketing, Customer Service, and Management Strategies. Below are some highlights from his presentation as well as responses to some great questions asked. The full presentation can be heard at at IECA Webinar Series.

1. Clients vs Customers

Focus on Customer Experience: How does you client experience your service from the first phone call or email all the way through till paying the final bill or discharge.

Entire Company is Part of Customer Service and Marketing: The entire company, whether it’s just you and your spouse or a dozen employees – everyone should be coached (…and trained) to act as a cohesive, comprehensive customer service and marketing team. Everyone should know their roles, goals and objectives.

Build Evangelists: Satisfied Families are more valuable than a sales team, advertising campaigns or even speaking gigs. When you satisfy the customer’s expectations, they leave happy. But when you EXCEED customer’s expectations, you turn them in to evangelists. Think about this…When was the last time anyone bragged about their recent Microsoft product? What about an Apple product? One company somewhat satisfies customers while the other generally exceeds expectations.
Reward Dedication with Desired Reinforcer rather than Assumed Reinforcer: Basically, find out what motivates customers. What they want more of and what they desperately want to avoid. This will provide insight into their behavior, goals, thoughts, and feelings. It also offers information on how to leverage customers when they get stuck.

2. Marketing

Connect to 5 Senses (…especially Music and Visuals): Memories, social connections and emotions are highly associated with our senses (ie. Song on the radio triggers flashback to highschool). Use this evidence-based approach on your website, literature and in your sessions to develop strong rapport and make great progress.
Make Them Feel Special (Special Access): Instead of talking about all the families you’ve served, focus on language that makes them feel like they are the only clients you have. Give them your direct cell number. Tell them to call you on weekends and evenings if they need anything. Go above and beyond with giving them access to you and your staff.
They Demand Immediate Response: Make sure to have an internal policy to respond to questions, concerns, and feedback within 24 hrs.
They Demand Quality Behind the Scenes (eg. Granite in Kitchen): When I go to tour therapeutic programs around the country, I insist on checking out the kitchens. Kitchens are great litmus tests for whether a program’s quality goes deep or is just superficial.
Differentiate with Niche, not Consensus: While you want to listen loudly to your customers’ needs, do not let it dictate your services and how you work. The Crysler Minivan was famously denied production when it was first conceived of by an engineer/designer. Crysler management said “No customer is asking us for anything bigger than a station wagon.” Customers don’t know what they really want until you give it to them.
Quality vs. Volume ( CHANEL vs. Old Spice): Similar to Niche vs. Consensus above, focus on a few things you can do really well. Don’t be all things to all people. Don’t focus on volume unless you plan on being the Wal-Mart of your industry.
Educate vs. Selling: Selling something involves pushing a product or service with the not-so-subtle goal of exchanging your goods for their money. Educating a customer involves ignoring the sale and focusing on their needs, wants, fears and goals. It’s a focus on finding congruent solutions between the customer and either something you can provide or someone else’s service. This develops a level of trust unparalleled between customer and professional.
Benefits vs. Price: Similar to above, focus on the benefits and attributes of your services and products rather than price. We rarely discuss price and rarely lower our price. Instead, we keep the conversation about matching the customer’s goals with what we offer.
Make it Exclusive: If everyone had access to purchasing BMW’s (ie. lower costs, cheaper product, etc.) they would not be coveted. Does anyone brag about being able to finally buy their dream Camry? Limit access to your service through pricing strategy, quality and limits to who you work with.
Next time…Check back for Part 2 when we go over Customer Needs vs Wants and Training Yourself and Staff