Consumer and Family Satisfaction Team

The Consumer and Family Satisfaction Team (C/FST) represents an innovative approach to gathering data by organizing teams of consumers and family members to affirm satisfactory services, identify gaps or trends in service provision, support providers in improving existing services, and identify consumer needs. This program is an essential element of a recovery-oriented mental health system in that it serves as a mechanism for the consumer voice to be heard.

Consumer feedback is gathered through confidential face-to-face surveys and questionnaires, as well as focus groups. All survey tools are service-specific and can be linked to a provider agency. As feedback is gathered, reports are generated and sent to the provider and its funding source. After a report is finalized, CFST initiates an accountability meeting. This follow-up process allows CFST to highlight positive outcomes from surveys, as well as discuss with the provider recommendations for quality improvement.

Providers are expected to notify the Team in writing of any changes they implement based upon the feedback in their report.