CQT people
"CQT asks the right questions."


CQT makes ongoing site visits to Marylands public behavioral health facilities serving adults to interview consumers about their quality of life.

CQT currently makes ongoing site visits to Psychiatric Rehabilitation Programs (PRPs) providing on-site rehabilitation services or day programs to adults, to the State-run psychiatric inpatient facilities, and to residential treatment facilities for youth.

Intro Meeting:

CQT values providers as partners in finding the best ways to meet the needs of individual consumers and improve the quality of services provided. Before conducting the first site visit, CQT staff hold an Intro Meeting with the directors and staff at the facility to explain CQTs purpose, learn about the programming and services provided at the site, and answer any questions program staff may have about the CQT process.

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Site Visit

CQT visits sites 3-6 times each fiscal year, with most sites receiving two announced and two unannounced visits. CQT may make additional visits to a facility as needed. A site visit is conducted by at least one team of two CQT Interviewers.

PRPs: The first three site visits to each PRP are announced. This gives staff, consumers and CQT the opportunity to establish a good working relationship and a plan for subsequent visits. After the first three site visits, CQT makes a series of both announced and unannounced site visits each fiscal year to each program. CQT coordinates with staff to schedule site visits at times that will not interrupt that days programming.

Inpatient Facilities: Visits to inpatient facilities for adults and youth are announced and scheduled with facility staff. CQT works with the administration of each facility to determine the best practices for conducting site visits to each unit and building.

CQT begins the site visit with an Intro Speech to the consumers and staff present that explains the purpose of the site visit and encourages consumers to volunteer for interviews.

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Qualitative Interviews

In order to facilitate an open and honest discussion, CQT works with the staff on site to arrange a private, safe and accessible space for interviews to take place.

During the site visit, consumers volunteer to be interviewed on a first-come, first-served basis. Interviews are conducted by a team of two CQT Interviewers. With the permission of the consumer, extensive notes are taken to record as many of the consumers exact words as possible.

Interviews are consumer-focused, consumer-led and qualitative. CQT does not use a set of interview questions or ask consumers to select from multiple-choice answers. Instead, CQT asks consumers about how the program is working for them, what they like, what they would change or improve, and if they are having problems or need any assistance with meeting their goals. Teams listen non-judgmentally to what consumers choose to share. A CQT interview is a conversation between peers and focuses on what the consumer thinks is significant.

During an interview, a consumer may bring up a specific request, problem or concern. CQT then asks the consumer for permission to share their name and request with the senior program staff during the Immediate Site Visit Report. If the consumer does not want their name shared, CQT can report the concern anonymously. Safety concerns are immediately reported.

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Immediate Site Visit Report to Staff

Before leaving the site, CQT meets with the director and/or senior staff of the program, building or unit. During this Immediate Site Visit Report meeting, the team shares an overview of consumers comments and any individual requests for which consumers gave permission to use their name. Many general and specific concerns are immediately addressed or resolved by program staff as a result of this meeting

Next Step: Reports

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