CQT feedback meeting
"CQT is a good tool that... establishes a direct relationship to the provider."

—PRP Staff

The CQT process brings consumers' ideas and needs to the people who have the power to resolve problems and implement changes. Everyone in the system gets information they need, in real time:

Consumers get requests or concerns brought to staff who can address them. Emergent issues are always reported immediately, and many issues are resolved in the same day.

Providers get positive feedback, suggestions for improvements and information about problems and barriers.

Core Services Agencies and CEOs see how programs are effectively helping consumers toward recovery and where they can grow.

Behavioral Health Administration gets feedback about how the public mental health system can better meet the expressed needs of consumers and programs.

Individual Requests

During an interview, a consumer may bring up a specific request, problem or concern. CQT asks the consumer's permission to use their name with the senior staff onsite to report the issue. If the consumer agrees, CQT shares this consumer's name and the details of their request with staff before leaving the site. If the consumer does not want their name shared, CQT can report concerns anonymously. (Safety concerns are reported immediately.)

Most individual requests shared with staff are immediately addressed and resolved, often on the same day as the site visit.

All individual requests are then listed in the written CQT Site Visit Report along with the program staff's response. Consumer names are never included in Site Visit Reports.

The report is sent to the senior program staff, CEO and funding/oversight agency within 10 business days of the site visit. The funding agency follows up with the program staff to ensure the situation has been addressed. Funding agencies report back on the status of each request at the Feedback Meeting. CQT visits the site again to hear consumer feedback.

How effective is CQT's unique process?

Many PRP staff members said [they] were able to successfully resolve individual consumer concerns contained in CQT feedback, such as individuals problems with roommates or needs for medical attention.
Final Report: CQT 2-Year Program Evaluation

Read CQT Success Stories.

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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 activities, staff, procedures and the facility in general. Reports also contain specific suggestions for improvement from the consumers using those services. Many facilities have begun to use CQT Site Visit Reports within their own customer service or quality assurance improvement programs.

CQT feedback led [providers] to make improvements that helped multiple consumers; these changes ranged from the availability of healthier vending machine snacks to the disciplining or replacement of PRP staff members who were treating consumers poorly.
Final Report: CQT 2-Year Program Evaluation

As reflected in CQT's Annual Reports, the majority of comments shared by consumers about staff, programming, resources and other services are positive. CQT's process relays these accolades to funding/oversight agencies and highlights specific examples of how programs are supporting consumers strides towards recovery.

CQT generates ideas about how to improve our services and sometimes helps us to explain to our administration why we may need to [do more] in some areas. PRP Staff

Read CQT Success Stories.

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System Transformation

At Feedback Meetings, representatives from local and state agencies hear comments and concerns in the consumers own voice. This provides policymakers with rich and detailed 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 Behavioral Health 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.

All problems have not been solved, but there are steps in the right direction. Feedback Meeting Participant

Because of CQT, our policy and process is being revised. Inpatient Facility Staff

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