BD Health Services offers more access points for outpatient opioid treatment than any other locally operated OTP in the region, with six convenient locations across Baltimore.
As healthcare technology providers serving practices across the country, DentiMax understands that the best clinical tools mean little if patients don’t stay engaged. We sat down with Reuven Verschleisser, CEO of BD Health, to explore how his team has built a model that prioritizes follow-through and trust: two challenges shared across all patient-centered care environments.
Q: Patient engagement is critical in addiction treatment. How do you design care around follow-through rather than just initial intake?
A: We structure everything around continuity. Medication-Assisted Treatment (MAT) isn’t a one-time intervention; it’s a long-term relationship. From day one, patients are assigned a consistent care team, including counselors and medical staff who see them regularly. We use appointment reminders, follow-up calls, and peer support programming to reduce friction. Having six locations makes a huge difference as well: by giving patients geographic flexibility, we remove one of the most common barriers to showing up. Follow-through improves when you eliminate obstacles and build predictability into the treatment rhythm.
Q: DentiMax works with practices that face similar challenges: patients who delay care due to fear or stigma. How do you build trust in an environment where patients may feel vulnerable?
A: Trust starts with how we communicate. Many of our patients have experienced judgment in other healthcare settings, so we train our entire staff (front desk to clinical) on trauma-informed care and respectful language. Our staff go out of their way to learn patients’ names and understand their stories, which helps patients feel like they belong rather than like they’re just a case number. We create physical environments that feel more like wellness centers than sterile clinics. Transparency is key: we explain every step of the treatment plan, what medications do, and why counseling matters. When patients understand the "why" and feel respected in the process, they’re far more likely to trust us and stay engaged.
Q: Many patients in addiction treatment have had negative experiences with healthcare systems in the past. How do you overcome that history when they first walk through your doors?
A: We acknowledge that history upfront. Our intake process is designed to be collaborative rather than interrogative. We ask patients what worked or didn’t work in previous treatment attempts, and we use that information to personalize their care plan. We also prioritize immediate rapport building. Staff are trained to listen more than they speak in early sessions. When someone has been let down by the system before, the first interaction sets the tone for everything. We make sure that tone is one of partnership, not prescription.
Q: How has being locally operated and independently owned shaped the way you deliver care compared to larger national chains?
A: Being independent and locally rooted gives us the flexibility to adapt quickly to community needs. We’re not bound by corporate protocols that don’t fit Baltimore’s reality. We can adjust hours, add services, or modify our approach based on direct patient feedback. We also invest back into the community rather than funneling profits elsewhere. Our staff live in the neighborhoods we serve; they understand the challenges our patients face because they’re part of the same ecosystem. That creates a level of cultural competency and accountability you don’t always get with larger, distant operators.
Q: How do you measure success beyond clinical outcomes?
A: Retention is our primary metric. A patient who stays in treatment for 12 months has dramatically better outcomes than one who drops out after 30 days. We also track patient-reported trust and satisfaction through surveys and peer feedback sessions. These qualitative insights help us adjust, whether it’s changing how we schedule appointments or improving communication around medication changes. Success in MAT is as much about the relationship as it is about the medication.
Q: What advice would you give to other healthcare providers trying to improve patient engagement in high-anxiety or high-stigma care environments?
A: Start with empathy and operational flexibility. Patients won’t engage if they feel judged or if your system is hard to navigate. Train your staff to communicate with respect and clarity. Make access as easy as possible: multiple locations, flexible hours, reminder systems. And measure what matters. Are patients coming back? Do they feel heard? Those are the indicators that predict long-term success. Whether it’s addiction treatment or dental care, the principles are the same. Meet people where they are, remove barriers, and build trust through consistency.
