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The Consumer Satisfaction Team of Montgomery County (CST) conducted surveys at the Montgomery County Peer Resource Centers located in Abington, Bryn Mawr, Lansdale, Norristown, and Pottstown. The purpose of the survey was to assess if the new model of the Peer Resource Center is being implemented and how helpful it is to customers compared to the Drop-In Center model that was previously used.
The survey tool was based on past and current experiences and knowledge of the Peer Resource Center model and the Drop-In Center model from the Consumer Satisfaction Team staff, who themselves are customers of Montgomery County’s Mental Health services, as well as from the Mental Health Association’s website, and from our County contact person who monitors the sites.
Participants in the survey were attendants of the Peer Resource Centers at any given time. Some of the Centers have a lower attendance of customers than others. There was no set sample size for this population.
The CST Project Coordinator contacted the designated representative from each Peer Resource Center and set up a time that was the most convenient for the customers and when most customers attended the Centers. Flyers were then sent to the sites stating the date and time CST will be coming to conduct the surveys.
Four to five CST staff members went to the Peer Resource Centers to conduct the surveys. CST staff introduced themselves to the whole of the group and then split up into couples in different areas of the Centers. The purpose of the survey was discussed with each customer before the surveying began in addition to the group introduction when first arriving. Each customer had the option to participate or not. Everyone who did participate received a $5 courtesy payment for taking the time to meet with us. The CST staff explained any of the customer’s questions and about the survey process. The CST staff wrote down every answer to open-ended questions word for word in order to represent each person’s voice accurately. CST staff went to each Abington, Norristown, and Lansdale Peer Resource Centers once and went to Bryn Mawr twice.
The data received from each customer was entered into the Snap8 survey database
program by CST staff members. It was then compiled with every customer’s comments
and answers into a “raw data format”. The raw numbers were then converted into
percentages for the sites where CST interviewed 10 participants or more. The results
were then summarized into a written report with four (4) parts: Demographics, Overall
Summary, Highlighted Questions, which were taken from each section of the survey:
Atmosphere, Resources, Staff, and Other; and CST Observations.
The Aggregate report also contained the same four (4) parts, but in the section called
Highlighted Questions
graphs were used to depict the customer’s responses.
The CST is currently involved in a new process called “Closing the Loop”, which will bring partners together to discuss the survey results and any changes made (See attachment 1 for “Closing the Loop”). The purpose of the new process is to establish a communication and action process that ensures that the customer’s voice is heard and acted upon. The CST Project Coordinator will contact the Peer Resource Center contacts within one month of them receiving the report to meet with them and some of the customers who attend the Peer Resource Centers to discuss the report and choose three areas to improve upon, and one area of strength to implement more.
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