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7000 Terminal Square

Suite 216

Upper Darby PA 19082

(610) 713-5915

The Consumer Satisfaction Team is a nonprofit organization dedicated in serving individuals with mental health and substances abuse obstacles. CST engages individuals to learn what services/supports they need to re-create the flow of life and restore a sense of hopes and dreams. Since 1995, CST Delaware County Division has been collaborating with Delaware County’s Office of Behavioral Health with the transformation of mental health and substance abuse services to become more responsive to the priorities of individuals and their family members.

The Consumer Satisfaction Team of Delaware County creates opportunities for individuals to effectively voice their satisfactions and the challenges about mental health and substances abuse services through our interviews, phone calls as well as special projects as requested by the County.

The Consumer Satisfaction Team of Delaware County listens to adult Mental Health and Substances Use Service Recipients voices in a variety of ways: through consumer developed surveys, through focus groups, through community meetings, telephone calls, walk in visits and through informal discussion forms as requested by the Delaware County office of Behavior Health and Magellan Behavior Health. CST of Delaware County continues to visit a broad range of behavioral health agencies. During this past year, CST engaged 865 residents/persons in recovery. In addition to regular site visits CST launched three special projects and received 19 telephone concerns.


Consumer Satisfaction Team provides valuable information to primary providers; our role continues to be reporting information to the funders and providers of behavioral health services.


Another key component of a consumer-focused organization is a clear set of consumer service performance standards that is systematically reinforced. Accountability meetings are held every third Monday of the month. In attendance are the Administrators, Magellan representatives, Senior OBH staff, QI Coordinator and Adult Mental Health Advocates from The Delaware County Office of Behavior Health. During the meetings, funders and CST review Corrective Action Plans (CAP), discuss new programs, findings of surveys, miscellaneous issues and trainings, workshops, and events are shared by OBH and Magellan. We all provide uniform measures to promote consistently strong satisfaction to all service recipients according to CST’s Mission Statement.


CST includes three state-mandated Performance-Based Contracting (PBC) questions in every report and satisfaction survey. These questions are designed to obtain information about the consumer’s overall experience while receiving treatment. CST reports the cumulative results to the county on a quarterly basis, which the county submits to the state.


Delaware County Consumer Satisfaction Team, in collaboration with the Office of Behavioral Health administered three surveys during this year: The Forensic Assertive Community Treatment (FACT), Residential Survey and The Mental Health Crisis Court Family Peer Support Survey. The purpose of these surveys was to assess enrollee’s experiences and satisfactions with their services. These particular substance use disorder a history of involvement with the criminal justice system (known as forensic population). The Family Peers Support Group families range of services from emotional support to general resources about Crisis Court and Mental Health. FPS is housed in the Crozer’s Mental Health Court building for easier and on the spot access for families. Over the course of 2015-16, OBH Quality Improvement (QI) along with Consumer Satisfaction Team (CST) began to track a wide range of indicators including qualitative and family satisfaction survey:

Customer Satisfaction Surveys. Surveys and questionnaires are the most common marketing research methods. Typically, they are used to assess the level of customer satisfaction with a particular product, service or experience; identify factors that contribute to customer satisfaction and dissatisfaction; determine the current status or situation of a product or service; compare and rank providers; estimate the distribution of characteristics in a potential customer population and/or help establish services standards. There were several methodologies used to measure the individual’s experiences and satisfactions of their services. These methods were face-to-face interviews in their homes, site visits to agencies, and telephone interviews and surveys that were conducted during events.

Substance Use. Throughout the year CST staff visited several out of area contracted providers Eagleville Hospital, Fairmont House, Horsham, Kirkbride Center, Life Center of Eastern Delaware County, Wesley House (homeless), and Belmont Center.

Mental Health Residential Problems. This year, CST visited a variety of structural Mental Health providers, specialized personal care homes, three person residences, supported living services, Drop-in Centers and Club houses. In addition, CST visited Norristown State Hospital which remains a yearly ongoing process. CST visited other out of area providers - Horsham Clinic, Belmont Treatment Center, Brooke Glen, Eagleville Hospital, Norristown State Hospital, Kirkbride Center, Friends Hospital and Life Center of Delaware County (shelter). Many individuals shared that they were pleased with the services they are receiving and shared that attending groups has helped changed their life.


The Mental Health Crisis Court is a division of the Delaware County Court of Common Pleas responsible for administering Pennsylvania’s involuntary commitment laws for persons with Mental illness. CST meets monthly with the Office of Behavior Health and one contracted provider Mental Health Association to discuss the development of a Family Peer Support survey. While this is a newly funded program, CST and funders continue to meet regularly.


The Delaware County Community Support Program (CSP) actively engages consumers, family members and mental health providers in a structured forum to support the mission and to work toward the attainment of the vision statement ”that every adult with a serious mental illness, including persons with co-occurring disorders, will enjoy the highest quality of life”. Projects focus on integration, education, and advocacy, while fostering adherence and inclusion of established principles.


To ensure that CST stays abreast of the current changes within the behavioral health system, we schedule in-house/outside trainings throughout the year. The following is a summarized list of training topics and conferences:

• Working With People Who Have Dual Diagnosis
• Motivational Interviewing

Community Events:
• 8th Annual Hunger Conference
• DBHIDS Faith & Spiritual Affairs Conference
• CSP Picnic
• Crozer Chester Medical Center Art Show
• Carelink Picnic
• Prison Summit
• Norristown Spring Fling

• CSP Retreat

• CSP Unity Day
• Social Steps Graduation

• Consumer Family Advisory Committee
• Community Support Program Committee
• Provider Advisory Committee
• Magellan Complaint and Grievance Committee
• Magellan Member Services Advisory Committee
• Affordable Housing Initiative Advisory Committee
• Delaware County Mental Health Crisis Court


Tracy Weathers

Kiana Jefferson

Pamela Bona

Michelle Collier

Vivianne Montañano

Kimberly Segal

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For more information contact:
The Consumer Satisfaction Team, Inc.
520 N. Delaware Ave., 7th Floor
Philadelphia, PA 19123
Phone (215) 923-9627