We make unannounced site visits to mental health facilities in Maryland. During our visit, consumers volunteer for confidential interviews and share their satisfaction with the program, specific needs, and overall quality of life. CQT concludes the visit with a verbal report of general comments to program staff.
CQT provides a written report of consumers’ comments, in their own words, while keeping identities confidential. The report is given to the program director and the funding agency for that program.
CQT meets monthly with representatives from the funding agencies, provider associations and the Mental Hygiene Administration. Concerns brought up during site visits are addressed, referred or resolved at the table. Each funding agency provides CQT with a written report documenting actions undertaken to resolve consumer concerns. Each site is visited 3-5 times each year, ensuring that concerns from previous visits have been addressed.
