CQT currently makes ongoing site visits to Psychiatric Rehabilitation Programs (PRPs) and inpatient mental health facilities serving adult consumers.
1. Site Visit
Before conducting the first site visit, CQT staff meet with directors and staff at the program or facility to discuss CQT’s purpose and procedures, learn about the program, and answer any questions staff may have about CQT. CQT is dedicated to working in partnership with providers to meet the needs of individual consumers and improve the quality of services provided.
A site visit is conducted by at least one team of two (2) CQT Interviewers. CQT visits most sites four (4) times each fiscal year. Two of the visits are announced, and two visits are unannounced. If directed by the CSA or MHA, CQT may make additional announced or unannounced visits to a facility.
PRP Site Visits
- The first three (3) visits to each PRP are planned and announced. This gives staff, consumers and CQT the opportunity to establish a good working relationship and a plan for subsequent unannounced visits. Whenever possible, CQT conducts site visits without interrupting that day’s programming. CQT staff work with providers to establish the best days and times to visit.
- After the first three site visits, CQT makes a series of both announced and unannounced site visits each fiscal year to each program.
Inpatient Facility Site Visits
- Visits to inpatient facilities are announced and scheduled with facility staff. Site visits are scheduled by building and/or unit, as appropriate. CQT works with the administration of each inpatient facility to determine the best practices for conducting site visits to each building.
- CQT may conduct unannounced visits to inpatient facility units at the direction of the hospital administration or the Mental Hygiene Administration.
Qualitative Interviews
During a site visit, consumers volunteer to be interviewed on a first-come, first-served basis. In order to facilitate an open and honest discussion, CQT arranges for interviews to take place in a private and accessible space.
Interviews are conducted between by a team of two CQT Interviewers and one consumer. With the permission of the consumer, extensive notes are taken, recording as many of the consumer’s 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, the CQT Interviewers ask consumers about how the program is working for them, what they like, what they would change or improve, if they are having any problems or need any assistance meeting their goals. A CQT interview is a conversation between peers and focuses on whatever the interviewee thinks is significant.
During an interview, a consumer may bring up a specific request, problem or concern they are currently having. CQT Interviewers then ask the consumer for permission to use their name with the senior program staff to alert them to this issue. If the consumer agrees, CQT shares this consumer’s name and their request with program staff before leaving the site. If the consumer does not want their name shared with program staff, CQT will share the concern anonymously.
Immediate Report to Staff
For both PRP and inpatient facility site visits, CQT meets with the director and/or senior staff of the program, building or unit before leaving the site. During this meeting, the team shares an overview of consumers’ comments and any individual requests for which we have permission to use the consumer’s name. Many general and specific concerns are immediately addressed or resolved by program staff as a result of the post-visit meeting.