C/FST

Purpose

The purpose of the Consumer and Family Satisfaction Team Program is to determine whether recipients of mental health, and/or drug and alcohol substance abuse services (adults, children and adolescents), and their families, are satisfied with the services they receive. The goal is to help ensure that problems related to service access, delivery, and outcome are identified and resolved. This is accomplished by gathering information through face-to-face discussions and other survey methods. Subsequently, follow-up reports are written outlining the results of the surveys and recommending solutions. Discussions are held with service providers aimed at improving their services to consumers. Feedback regarding problem resolution is made available to all of the parties involved, as well as other interested individuals or groups, such as advocacy organizations.

These Values Guide the Consumer/Family Satisfaction Team (C/FST) in Achieving Our Mission:

We value consumer and family satisfaction as our highest priority, and we strive to ensure that users of mental health and drug & alcohol services have a voice to provide input on their experiences with these services.
We believe that C/FST serves as a mechanism to positively address concerns that are identified by consumers and families that require attention.
We promote the Core Principles of the Child & Adolescent Service System Program, Community Support Program, and Drug & Alcohol Service System Program for choice in consumer-centered services.
We seek to provide access to the C/FST for all consumers and families in the behavioral health system in Franklin/Fulton Counties.
We ensure every consumer and family member their right to confidentiality.
We will be responsive to all individuals regardless of background and will serve as a vital resource to the local community.
We will provide an environment that supports and encourages the active participation of consumers and family members.

INFORMATION GATHERED BY THE CONSUMER/FAMILY SATISFACTION TEAM IS AIMED AT ACCOMPLISHING THE FOLLOWING:

1. AFFIRMING SATISFACTORY SERVICES AND IDENTIFYING BEST PRACTICES.

2. IDENTIFYING SERVICE GAPS AND TRENDS IN THE WAY THAT SERVICE ARE PROVIDED.

3. SUPPORTING PROVIDERS IN THEIR EFFORTS TOWARD EXCELLENCE IN DELIVERY OF SERVICES

4. SERVING AS A WAY FOR THE CONSUMER’S VOICE TO BE HEARD.

5. PROVIDING POSITIVE AND CONSTRUCTIVE FEEDBACK FROM THE CONSUMER PERSPECTIVE.

The steps in the C/FST Process

STEP 1 — INTRODUCTORY MEETINGS

Personal visits to each provider location to introduce the C/FST program, its team members, and the program’s concept and process to the service provider’s administrators and staff.

STEP 2 — INFORMATION GATHERING

Surveys are conducted by C/FST team members with consumers and family members via face-to-face interviews, completion of questionnaires, telephone, mail surveys, and a variety of other survey tools to collect information regarding their satisfaction with services. Interviews are held on-site where possible, in a comfortable, safe, and private setting.

STEP 3- — DATA ANALYSIS

Information gathered through the interview process is compiled, the data is reviewed and analyzed, & reports are developed to provide constructive feedback to everyone involved.

STEP 4 — REPORT DISTRIBUTION

Executive Summary reports are printed and distributed periodically to County MH/MR Providers, the Consumers / Families interviewed, the Commonwealth of Pennsylvania through the Consumer Satisfaction Team Alliance of Pennsylvania, and other interested parties.

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