Delivering True Person-Centered Care & Planning 

Person-Centered Care (PCC) transforms behavioral health, making care more accessible, flexible, and tailored to each person’s needs. Instead of forcing individuals into a rigid system with long waitlists and limited options, PCC ensures they have a real voice in their treatment—when, where, and how they need it. 

“In the new person-centered care environment…people are seen as consumers of mental health services rather than patients who must comply with doctor’s orders.” 

That quote from Person-Centered Care for Mental Illness by Patrick W. Corrigan, PsyD, captures the shift at the heart of PCC: moving from provider-driven treatment to collaborative care that prioritizes individual needs, preferences, and autonomy. 

For too long, mental health care has operated under a one-size-fits-all model—emphasizing appointments over actual accessibility. But when people can’t get care on their terms, they often don’t get it at all. PCC flips this outdated system by offering more choices, greater autonomy, and real collaboration between individuals and providers. 

In this post, we’ll break down: 

• What Person-Centered Care really means in behavioral health 

• How it works in practice 

• The biggest barriers to implementing PCC—and how to overcome them 

• How technology can help providers consistently deliver true Person-Centered Care 

What is Person-Centered Care? 

Person-Centered Care (PCC) is an approach that shifts the focus from “What’s wrong with you?” to “What matters to you?” It’s about treating people as partners in their care, not passive recipients of services. 

For many individuals seeking mental health care, the traditional system feels frustrating, inflexible, and full of roadblocks. Long wait times, strict appointment structures, and one-size-fits-all treatment plans don’t work for everyone. PCC removes those barriers by providing: 

• Care based on personal goals, not just symptoms 

• Options for how and when to receive support (in-person, virtual, peer-led, etc.) 

• Stronger collaboration between providers, individuals, and families 

• An integrated approach that addresses the whole person—mental, physical, and social health 

The Centers for Medicare & Medicaid Services (CMS) defines Person-Centered Care as an approach that ensures individuals: 

✔ Have control over their care decisions 
✔ Receive care that is responsive to their unique needs and values 
✔ Are treated with dignity, respect, and compassion 

In behavioral health, this is especially critical. Many people in crisis don’t have time to wait weeks for an appointment or navigate a complicated referral process. They need flexible, accessible options now. 

How Person-Centered Care Works in Behavioral Health 

PCC in behavioral health isn’t just about offering more choices—it’s about rethinking the entire care experience. Instead of forcing individuals into a narrow set of services, it ensures they can access the right support at the right time. 

Real-World PCC in Action: Rethinking Crisis Care 

Imagine someone experiencing a mental health crisis. Under a traditional system, they may only have two options: 

1. Go to the ER, where they might face long wait times and receive short-term stabilization—but no long-term plan. 

2. Wait for an outpatient appointment, which could take weeks or months to schedule. 

Neither of these options meets the person where they are—and often, the person disengages from care altogether. 

Now, imagine a Person-Centered Care approach: 

1. Instead of being limited to an ER visit, the person can call a 24/7 crisis line and get immediate support. 

2. If they need more than a phone conversation, they can schedule a same-day telehealth session with a licensed professional. 

3. If they require in-person support, they have access to community-based crisis services that provide short-term stabilization without hospitalization. 

4. Once stabilized, they work with their provider to create a care plan that fits their life—not a standardized treatment model. 

This kind of flexible, responsive care isn’t just theoretical—it’s already happening. Research shows that telepsychiatry and crisis hotlines reduce distress, improves engagement, and expands access for people who might otherwise avoid seeking help. 

The Four Core Principles of Person-Centered Care 

True Person-Centered Care is built on these four principles: 

1. Care is enabling – People should be active participants in shaping their care, not passive recipients of treatment plans. 

2. Care is coordinated – Services should be integrated so that individuals don’t have to navigate a fragmented system alone. 

3. Care is personalized – Every care plan should be tailored to the individual’s goals, needs, and values. 

4. Care is delivered with dignity and respect – People should feel heard, valued, and empowered throughout their care journey. 

When these principles are followed, care feels different—it’s more collaborative, more effective, and more humane. 

Challenges to Implementing Person-Centered Care in Behavioral Health 

If Person-Centered Care works so well, why isn’t it the standard everywhere? The reality is that barriers still exist: 

1. Limited provider availability – Many therapists and psychiatrists still operate on traditional schedules, making it hard for people to get care outside of standard hours. 

2. Insurance & reimbursement issues – Many insurers don’t cover telehealth, peer-led support, or crisis alternatives, limiting access to innovative care models. 

3. Disengagement from care – If someone’s first experience with the system is frustrating, they may not try again. 

Without addressing these challenges, true Person-Centered Care remains out of reach for many people. 

How to Make Person-Centered Care a Reality 

Expanding PCC in behavioral health requires a system-wide shift—but there are actionable steps providers and organizations can take today: 

✔ Advocate for expanded coverage of telehealth, crisis services, and peer support. 
✔ Train providers in flexible, collaborative care models. 
✔ Use technology to streamline coordination and access. 
✔ Develop community partnerships to offer a wider range of services. 

Most importantly, organizations need to build care models that people will actually engage with. Because the best care in the world doesn’t matter if people can’t access it when they need it. 

How to Deliver True Person-Centered Care 

The Picker Institute has outlined Eight Dimensions of PCC, which provide a strong foundation for implementing this approach: 

1. Respect: Care should align with individual preferences, needs, and values. 

2. Coordination & Integration: Information should be seamlessly shared across providers. 

3. Information & Communication: Patients need clear, accessible details about their care. 

4. Emotional Support: Addressing psychological needs improves well-being. 

5. Involvement of Family & Friends: Support networks play a crucial role in care. 

6. Physical Comfort: Patients’ physical needs should be prioritized. 

7. Continuity of Care: Transitions between care providers should be smooth. 

8. Access to Care: Patients should have easy access to services when needed. 

 
Additional Best Practices 

1. Use a modern electronic health record (EHR) to streamline care and enhance coordination. 

2. Train your staff in PCC delivery—studies show that training improves implementation. 

How an EHR Can Help You Deliver PCC Consistently 

Modern EHRs integrate PCC into workflows, making it easier for providers to automate and sustain a person-centered approach. Here’s how key EHR features align with the Eight Dimensions of PCC: 

• Respect: Customizable care plans tailored to individual needs. 

• Coordination & Integration: Collaboration tools ensure seamless provider communication. 

• Information & Communication: Client portals offer real-time access to care details. 

• Emotional Support: Digital engagement tools foster deeper client involvement. 

• Involvement of Family & Friends: Integrated messaging features keep family members informed. 

• Continuity of Care: Outcome tracking enables providers to adjust treatment plans effectively. 

• Access to Care: Online scheduling and telehealth improve accessibility. 

 
Some providers even share their screens with clients during visits, fostering greater transparency. 

As part of a study on how patients want providers to use computers during visits, an EHR “facilitates medical information sharing with patients and between the different health providers, and reduces medical errors.” 

Another study concluded that active information sharing (showing the client their own electronic health record) led to greater engagement.  

Is Your Organization Truly Delivering Person-Centered Care? 

Person-centered care isn’t just a methodology—it’s an evolution in behavioral health. By empowering clients as active participants, PCC fosters stronger provider-client relationships, higher satisfaction, and better outcomes.