For the first time, the Consumer Quality Team of Maryland (CQT) interviewed mental health consumers about their experiences at Clifton T. Perkins Hospital Center in Jessup, Maryland. With the addition of this hospital in January, CQT now visits all five state inpatient facilities.
Demand among patients for interviews with CQT was high, and during the course of the three-day interview process, consumers from all ten units of the hospital met with Team members to express their thoughts about the quality of mental health treatment at Perkins.
Overall, the consumers were satisfied with the services they received at Perkins. Numerous compliments were paid to the group leaders, especially the woman who leads the Tai Chi class. Consumers also praised the doctors and treatment teams, and applauded the opportunities for employment across different sectors in the hospital.
Many consumers also expressed concerns about the quality and quantity of the food served. Another reoccurring theme discussed was the way line-staff speaks to them. It was voiced that the staff could receive extra training, or be re-trained, on sensitivity and respectfulness.The interviewers reviewed their findings with the hospital’s new CEO, John Robison, and his clinical staff, who were attentive and engaged as they listened to information from the patients. The staff offered feedback and took copious notes as they were briefed on the consumers’ interviews. John Robison was appreciative of all the information, including the constructive criticism and was fast to act on it. Before the third day of interviews, dietary staff had already met with each unit to discuss the concerns about the food, and it was understood that Mr. Robison was working on a plan to improve the line staff’s communication.
CQT plans to visit Clifton T. Perkins Hospital Center again in April to hear more updates and comments from consumers after their initial visit.
Learn more about the Consumer Quality Team of Maryland here.