CQT refers consumers’ comments, concerns, requests and suggestions to multiple levels within a program, facility and the PMHS.
Individual Concerns
During an interview, a consumer may bring up a specific request, problem or concern. CQT Staff then ask the consumer for permission to use their name with the senior program staff to alert staff to this issue. If the consumer agrees, CQT shares this consumer’s name and their request with program staff before leaving the site. If the consumer does not want their name shared with program staff, CQT will share the concern anonymously.
Most individual concerns and requests shared with program staff are immediately addressed and resolved, often on the same day as the CQT Site Visit. Some individual concerns and requests require the involvement of other agencies in order to be addressed, and some cannot be resolved at this time due to the circumstances of the consumer’s case or the program’s capacity.
In any case, the consumer’s request, problem or concern is listed in the CQT Site Visit Report along with the program staff response. Consumer names are never included in Site Visit Reports.
For PRPs
- The CQT Site Visit Report is forwarded to the Program Director and the CSA within 10 days of the site visit. The Program Director follows up with program staff to make sure the situation has been addressed. The CSA follows up with the Program Director to confirm the issue has been addressed.
- At the PRP Feedback Meeting, CSAs report back to CQT on the status of the individual consumer’s concern or request.
For Inpatient Facilities
- The CQT Site Visit Report is forwarded to the senior staff for the unit or building visited and the CEO. The senior staff follows up with the appropriate building or unit staff to make sure the situation has been addressed.
- At the Inpatient Facility Feedback Meeting, the CEO reports back to CQT on the status of the individual consumer’s concern or request.
In situations where consumers alert CQT Staff to issues of safety or rights violations, CQT staff immediately contact the senior facility staff, Rights Advisors and the CSA, as necessary.
Program Improvement
CQT Site Visit Reports document consumer comments about the strengths and weakness of the program and become a source for honest, real-time feedback about consumers’ satisfaction with programming, staff, procedures and communication. Providers often use this information within their own quality assurance and improvement programs.
As stated in CQT’s Annual Reports, 90% of the comments shared by consumers in interviews with CQT staff are positive comments about staff, programming, resources and other services. Through Site Visit Reports and the Feedback Meeting, CQT staff are able to relay these accolades, with examples of how programs are supporting consumers’ strides towards recovery, to the larger PMHS and funding agencies.
Click here to download 30 Quarterly Reports, detailing what consumers have recently told CQT.
System Improvement
At the Feedback meetings, representatives from local and state agencies hear comments and concerns in the consumer’s own voice. This provides policymakers with information about the needs and wants of the consumers served by the system and allows them to assess successful program models as well as areas in need of improvement.
The regularity of CQT site visits and the feedback process provides programs, facilities and the Mental Hygiene Administration the opportunity to hear and review consumer’s experiences over time. This process results in systemic feedback that enables the mental health system to meet consumers’ needs on an ongoing basis.