The Consumer Satisfaction Team History

Reflections on CST's 20 Years

History

The Consumer Satisfaction Team celebrated our 20th anniversary in 2010. Upon reaching this milestone, here is a brief history of how the organization began, and the journey to where we are today.

In 1987, PA Governor Casey announced the closing of Philadelphia State Hospital (Byberry). While it was a worthwhile venture to close the state hospital, there were some serious issues that were taken into consideration with discharging patients into the community. CST was established in October of 1990 to track approximately 500 consumers who were affected by the closing of Philadelphia State Hospital to ascertain consumer and family satisfaction with community based services. CST had the full support of local mental health authority at that time, which was the Office of Mental Health (OMH). It was deemed that CST was to have direct access to decision makers and remain separate from and not influenced/controlled by the local authority. CST established relationships with OMH to afford correction of issues, to establish needed services and to guarantee individual consumer satisfaction. Accountability meetings were established to address the concerns/issues voiced by consumers and family members regarding MH services.

It was decided that CST staff were to be composed of consumers and family members of consumers that use the MH services. CST started out with three staff members. Two months later staff was increased to six (three consumers, two family members and an administrative assistant). In the spring of 1991, the Board of Directors were established, the by-laws and Mission Statement were created, and CST became incorporated. Consumers/family members comprise 51% of the Board and Loretta Ferry was hired as Executive Director.

In March of 1992 the staff increased to nine. In July of 1993, CST became involved in State initiated CHIPS (Community Hospital Integration Program) projects.

August 1993, CST was on the move and established it’s first field office in West Philadelphia with two staff members.

During January of 1994, CST provided consultation to SE PA counties and began negotiation to contract with other counties interested in forming a CST. Also during 1994, OMH authorized CST to expand to include all MH services contracted with OMH. Additional staff were hired, two direct line staff and a business manager.

In 1995, CST assumed fiscal and programmatic responsibilities for Delaware County, PA CST. Over the years, CST has developed cohesiveness between the Delaware and Philadelphia County’s offices. In house trainings are often held with staff from both offices to create a seamless, similar reporting process.

In 1996, CST began a Managed Care initiative for Medical assistance recipients who voluntarily enrolled in HMO’s. Not long after, Health Choices was implemented in SE PA. The City of Philadelphia contracted with CST through it’s funding authorities, OMH, Community Behavioral Health (CBH) and the Coordinating Officeof Drug and Alcohol Abuse Programs (CODAAP) to ascertain consumer/familysatisfaction with behavioral health services (Children/adolescent, Adult MH andSubstance Abuse Services). Also under Health Choices an Ombudsperson for theBehavioral Health System was required. The Ombudsperson for Philadelphia’s Department of Behavioral Health (DBH) is housed at CST’s Office. During this time, CST also became fiduciary for the Behavioral Health Training Education Network (BHTEN).

It should also be noted that Philadelphia was the first in the country to have a consumer satisfaction team. CST is an integral part of the Pennsylvania’s Mental Health Plan, which resulted in Appendix L, which is part of the contract CBH has with the State of Pennsylvania.

During the fiscal year 2007/2008, CST contracted with the Philadelphia’s Department of Human Services (DHS) to provide DHS with direct feedback on the quality, effectiveness and the delivery of out of home placement services in the group homes and institutions within the seven counties of SE PA. CST held this contract for two years.

CST is also active in participating in various community outings to bring awareness and further the mission of the behavioral health system’s transformation. Over the years, CST has sparked national and international interest and has visited and/or had visits with delegates from the states of Maryland, Alaska, Alabama, Georgia, Massachusetts and Wisconsin and the countries of Israel, Japan and the United Kingdom to provide consultation.

CST has written and been featured in numerous publications that include the NAMI Advocate, MidAtlantic Regional Information Exchange and Behavioral Health Tomorrow.

Presently, CST has an Executive Director, Valerie Byrd, and twenty staff that do all site visits, which includes a project manager, a program manager and a supervisor. In addition, CST also employs eight administrative staff ranging from fiscal to clerical positions.