Consumer Satisfaction Team

Mission Statement

Empower consumers and families to voice their thoughts on the services they receive, and be heard by the mental health system that serves them.

Why CST?

As peer support groups and consumer-run programs can attest, consumers often feel more comfortable speaking with other consumers about their fears and concerns associated with services. By avoiding the implied barriers of a professional/recipient relationship, a CST cn illicit more open and thoughtful responses and exists to encourage consumers and families to fully participate in evaluation of mental health services. CSTs are a mandated part of every county's Community/Hospital Integration Project Program (C/HIPP). This process provides direct input to providers and the county MH/MR Program from the most important member in the Community Support Program continuum of services - the consumer.

Goals and Objectives

Provide consumers with a means to express their level of satisfaction with the services they receive.

visit consumer's place of residence, day programs
visit consumers through base service units and specialized agencies
encourage consumers to feel comfortable speaking their minds by assuring confidentiality, explaining the purpose of CST and meeting in private
conduct open, comfortable interviews with consumers
accurately record feedback gathered during interviews

Provide MH/MR and providers with feedback regarding consumer satisfaction with services.

build rapport with providers by approaching interviews with non-adversarial attitudes
respect the confidentiality of providers with regard to comments, negative and positive, that consumers share with CST
respect timeframes suggested by providers for appropriateness of scheduling visits
complete accurate reports containing all comments gathered during interviews and send to MH/MR and the provider
maintain files of responses/plan of action from providers

Ten things you can do as a mental health consumer to combat stigma...

Don't get mad. Educate about mental illness
Get involved in your community.
Monitor and respond to inaccurate (negative) stereotypes.
Share your talents and skills.
Try public speaking.
Volunteer.
Join with otheres in the fight.
Don't confuse your identity as a person with your mental illness.
Be a positive role model.
Live life with dignity and expect respect.

Email the MHAWC

This page created and maintained by Ann M. Davis-Gluyas