The full picture: Why BCBAs need better operational insights

Even when things look good from the outside, running a successful practice can still be tough. That was the case for one provider owned by a private equity group. They had a great clinical team, happy families, and steady referrals. But even with all those positives, leadership couldn’t figure out why clinical utilization had flatlined at 54%.

With some help from a consulting firm, Wilson Perumal & Company, they decided to take a closer look at their day-to-day operations. What they found was eye-opening. Slow hiring and a scheduling system that didn’t fit what families actually needed were slowing things down. Therapy got delayed. Staff felt stretched. The team lost time and energy trying to do their best while working around issues that were, frankly, fixable.

But once they understood what was really going on, things changed fast. They sped up hiring, adjusted how they scheduled sessions to better match demand, and made sure BCBAs had information they actually needed. In just six months, clinical utilization sprang up from 54% to 80%. Turnover dropped by 20%. And profitability shot up too.

So what made the difference? Leadership finally had a clear view of how things worked – from top to bottom. While this particular provider leaned on a consulting firm, other practices – big and small – can make meaningful progress by focusing on what’s known as operational insights.

What are operational insights?

It helps to think of operational insights as getting the whole story about how your practice runs – not just the big moments or the numbers, but the small details that actually impact staff, families, and clients. It’s not about collecting more data, but rather paying closer attention to broader data points like scheduling efficiency, resource allocation, client/family satisfaction, etc.

While you use data every day to help clients, experts emphasize that the bigger picture is just as important. Looking at things like how appointments are booked, how staff are assigned, or what families are saying in their feedback, can open up ways to make things even better for everyone involved.

The hidden impact of social determinants

Here’s an example. Marcus, a 7-year-old, started missing appointments and backsliding with his communication. At first, his BCBA just saw it as one of those bumps that happen. But digging into what was happening outside of sessions told a whole new story.

Marcus’s family had just moved, mostly because money was tight. Now his mom faced a tough commute and had to miss work (and pay) for every appointment. The new place didn’t have a park nearby for practice, the internet was spotty for telehealth, and their street was noisy – making it even harder for Marcus. This isn’t a rare story. Many families deal with similar challenges.

Research on social determinants of health (SDOH) – things like housing, access to transportation, caregiver stress, etc. – show that these factors can have a huge impact on therapeutic success. But many ABA practices just aren’t set up to notice these details.

Similar research shows that when BCBAs and teams have better info – like family communication notes, schedules, and even a sense of what’s happening outside of sessions – they can spot these issues early. Maybe even tweak a therapy plan or help a family connect to local resources. However, not paying attention to these broader insights can cost you valuable therapy time, fighting symptoms instead of the underlying barriers.

Beyond behavior: Looking at progress in new ways

In ABA, a lot of the focus is on tracking behaviors – how often something happens, how long it lasts, or what triggers it. While that’s definitely important, the most reputable practices tend to go a step further by looking at other pieces that matter just as much. Operational insights give you those extra pieces: things like session attendance, schedule changes, patterns in cancellations, family feedback, or even trends you notice in staff assignments.

It’s this broader operational data that helps you catch potential issues before they snowball into bigger problems. For example, when you see that missed sessions or sudden drops in attendance line up with changes at home, or when family satisfaction dips as a result of scheduling conflicts, it gives you a chance to do something about it early. You’re not just keeping tabs – you’re connecting the dots between what’s happening inside and outside of sessions.

Take Kevin’s story, for example. When Kevin started ABA therapy, he faced challenges communicating his needs, leading to frustration at home and in the classroom. Real progress began when his ABA team, school staff, and family aligned their efforts through consistent communication and shared insights. By collecting and analyzing data across various settings – tracking behavior patterns, classroom engagement, attendance, and feedback from teachers and parents – they were able to identify what strategies worked and quickly adjust when needed.

This insight-driven, collaborative approach allowed Kevin’s team to refine their methods, reinforce skills consistently at home and school, and celebrate his progress together. Using shared insights – data beyond behavioral observation – they spotted challenges early, and everyone could support Kevin in a way that helped him grow. Over time, Kevin developed better communication and confidence, showing how impactful it is to see the whole picture.

Strengthening family partnerships through data-driven communication

Experts always emphasize that the best outcomes happen when families feel like true partners – not just distant participants getting summaries every once and a while. Still, a lot of providers find it hard to keep the dialogue going between sessions.

Accessing operational insights can really change that. Imagine being able to see at a glance which families struggle most with scheduling, who needs more check-ins, or which communication styles they prefer. With that kind of understanding, it’s much easier for BCBAs to work with families in a way that fits their lives.

And research consistently shows that when families feel included – getting updates on progress, learning about barriers, and understanding context – they’re happier and more likely to use strategies at home too.

The benefit to your practice

Making sense of your operations doesn’t just help clients – it keeps your practice running smoothly, too. When you know how appointments are scheduled, how staff are distributed, and where things get bottlenecked, you can quickly catch issues before they turn into bigger headaches.

Maybe you notice that lots of cancellations happen on Mondays, or that some types of appointments always run late. That’s the kind of info that lets teams try out flexible scheduling, account for family needs, or even send reminders when it counts. In the end, truly understanding your operations means everyone can focus more on clients – and less on putting out fires.

Ideas for getting better operational insights

You don’t have to throw out your whole system to see improvement. A few small changes can make a real difference:

1.     Integrate your data

Try moving toward a single system that pulls together schedules, clinical notes, billing, and messages to or from families. That way, you’re not jumping between platforms or missing something important.

If, for example, your integrated system shows that a client’s challenging behaviors increase on the same days their sessions are rescheduled, you can address the pattern before it becomes a bigger issue.

2.     Build ways to catch the “why”

A lot of professionals recommend finding ways to keep up with life updates like transportation issues (car troubles, public transit delays), caregiver stress (changes in schedules or health), environmental changes (relocation, construction noise), and major family transitions (divorce, new siblings, military deployment).

For example, ask clients to share life updates through a secure client portal. This keeps private information safe and avoids using personal methods like texting.

You can also get useful feedback through family satisfaction surveys, input from staff, and check-ins with peers. These tools help you understand not just what’s happening, but why.

3.     Use predictive analytics

Research suggests that it helps to look for patterns that predict successful outcomes and challenges for clients, families, and teams. If certain scheduling approaches always help a particular kind of family, or you notice the same warning signs before a tough transition, you can act early rather than just reacting later.

The advantage of comprehensive insights

When you blend operational information (the broader data that shapes your practice and client’s lives) with the clinical data you already track, you’re better able to identify challenges early, and improve both client outcomes and care collaboration. By improving how you track and act on information, you can turn everyday obstacles into opportunities for growth.

—

Enjoy reading our blog? Sign up for our quarterly newsletter to get our latest content sent straight to your inbox!