Feedback Meetings allow consumers’ comments, requests, concerns and suggestions to be heard at high levels of the public mental health system.
The Feedback Meetings “close the loop,” ensuring that individual’s issues, concerns or requests are addressed by the appropriate staff – whether that is staff on the unit, of the building, at the program, by the CEO, Director, and/or the funding/oversight agency. The meeting also provides an opportunity for the attendees to hear consumers’ general concerns, praise and suggestions about different programs and initiatives throughout the state.
CQT holds three different regular Feedback Meetings: one for site visits to PRPs, one for site visits to Inpatient Facilities, and one with senior staff at MHA to discuss all CQT site visits.
PRP Feedback Meeting
Every month, CQT convenes with representatives from the Core Service Agencies (CSA), provider associations and the Mental Hygiene Administration (MHA) for a Feedback Meeting. Attendance is mandatory for all CSAs with visits to programs in their jurisdiction during the previous month.
During the meeting, CQT teams review all PRP Site Visit Reports from the previous month. Issues brought up by consumers during the site visit are addressed, referred, or resolved at the table. Before or after this meeting, as appropriate, each CSA contacts the visited program to discuss the site visit report and then provides CQT with a written report documenting all decisions and actions as a result of the site visit.
Inpatient Facility Feedback Meeting
At regular intervals, CQT meets with each Inpatient Facility CEO with to review all recent Site Visit Reports to buildings and units at that facility. Issues brought up by consumers during the site visit are addressed, referred to the proper agency, or resolved at the table. Before or after this meeting, as appropriate, each CEO contacts the visited unit or building to discuss the site visit report and then provides CQT with a written report documenting all decisions and actions as a result of the site visit.
MHA Feedback Meeting
CQT meets quarterly with senior staff at MHA to discuss all site visits to PRPs and inpatient facilities. This meeting focuses on consumers’ experiences with the PMHS as a whole.