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NORTHERN MICHIGAN REGIONAL ENTITY SNAPSHOT SATISFACTION SURVEY

FEBRUARY 5 – 16, 2018 NARRATIVE COMMENTS

ADULT CASE MANAGEMENT SERVICES

AuSable Valley Community Mental Health

What did you like about CMH and think should be continued? • I liked the advice and having someone to talk to help me solve problems. • Respectful, helpful. • Keep on course. • I want Barb to come see me, she helps me. I want to be able to see the doctor too. • NA • Things are good the way they are. • Helped me. • Case management, individual therabe. • Friendly compashon. • Everything. • Staying up on mental health issues with patients. • The friendly service. • Home visits. • There friendly attitude. • I like my caseworker. • Being Brad. • I like the way I was treated and I think more should be given to the proper care and people people

should give give that same king of loving kindness back. • They are setting a good example and don’t do bad things, so we get along well with everybody. • The program is good how it is. • Keep case management & CLS services. • The support from my case worker and CLS. The women mean a lot to me and my continued

improvement. • Working for CMH with April. I like Cathy & Tammy, they are pretty nice. • Help with my recovery. • Home visits & groups. • The fun things we do like chores. I like it. • Very reliable. My services. • Yes I should because without I wouldn’t be able to handle. • I think the service with outings should continue. Just being involved with others is important. • They work hard for you. • NA • All.

What did you not like and think should be stopped? • NA

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• NA • I can’t think of anything. • More Medicare funding and sources for patients. • Nope. • NA • NA • Nope. • No. • Nothing. • Overriding another psychiatrist and her decisions. • Not much. • Nothing. • It sometimes takes to long when you first start services. • Brad is #100 – some people are mean. • I thing all is well and stand beging this way I’ve been treated. I don’t like how people talked about

CMH. • Nothing. • NA • None. • I love it. I want to keep my job. • Nothing I can think off. • I don’t like the telepsych. I like personal 1 on 1. • Not to much. I like the way things go. I like living here. • Nothing. • I don’t dislike the program. • Not enough contact and follow-up with clients. • No coffee in waiting area. • NA • NA

Ideas to help the CMH improve: • I have no input at this time. Things are fine & helpful. • Get people in on time. • Free coffee/cookies. • None. • NA • I am showed niceness and respected always • None. • Hire a Medicare/Medicaid counselor ASAP. • NA • Psychiatrist listen better. • Keep up the good work. Hire some male employees for the male clients, especially the youth male

clients like my son. • Evaluate patients better with pain & mental issues because they go together. Pain causes stress &

stress causes mental issues. • Put a seat in the smoking gazebo. • Hire more helpers. • More fun ☺.

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• Be more like brad #BMLB. • I think that people should give up treating other people wrong. • Can’t think of any. • Keep having the caring people you have on staff. • I wish the psychiatrist would listen more. • Continue kindness. • It’s ok. • NA • Smile more. • Coffee in waiting area. • Little more respect for patients. • Have people to contact after hours that understand you.

YOUTH CASE MANAGEMENT SERVICES

AuSable Valley Community Mental Health

What did you like about CMH and think should be continued? • Services that are combined with the school so needs are jointly met. Services that staff @ CMH do,

skills appreciated, constantly helping whenever needed. • I like that whenever we have any problems I can call and get help whatever the problem may be. • Easy communication, easy to reach worker. • Everything. • Everything. I’m very happy with services. • Coming to school. • Home visitation helpful. • Home visits are helpful. • We liked that Diane goes into the school. • I like that they strongly try to help me and are concerned about my well being. • All. • Everything. • Home visits. • Diane is always helpful. • Able to help with problem with myself of venting to CMH staff and help with my children problem. • Diane helped me get my child’s meds today. Life saver. She sees him @ school. Great. • Diane is great. • In home service. • The kindness and respect of all the things that apply to (child’s name) and his problems. • I really like Fran & the Dr., loads of experience and tons of good advice. • Very helpful. • I love the autism program and am happy that it is available for my son. • Appreciate all Fran does to be helpful & find ways to make my boys life have more purpose & better

goals. • The staff is very understanding. Scheduling is never a problem. • Group @ school is helpful. Being a metiater at school for meetings.

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• I like the case worker. Very compassionate toward her clients. • Listening to patient, designing plans & goals that work for him. • I like that we can do home visits instead of having to make another trip to the office. • I feel like we are all on the same page w/ my child’s therapy. Thank you! ☺

• Continued evaluation of my child. Scheduling appointments for my convenience. Friendly contact with personell.

• I like that we stay in contact & that any concern or question I have get dealt with quickly. We seem to be making good progress with my son.

• I liked the courtesy, commitment, and communication. Everything has been made easy for me. I also enjoyed the love language study.

• I like when I need something Patti is there for us. • It really helps with my daughter, yes. • I like how if you have a questions they get answered and they are answered in a way to understand. • None. • They are very involved w/ what you are going threw and do there best to help. • Nothing. • Yes. • I think I like the many services we have to choose from. • How much they care about the issues you are having. • Case workers like Sophie who care about her patients. • Everything.

What did you not like and think should be stopped? • None. • Nothing. • None. • None. • Nothing. • I don’t really dislike anything. Timing is sometimes inconvenient but I’ll get over it. • None. • Diane back at school. • Stop calling so late about appointments for the next day for therapy apt – not Diane. • Nothing. • Nothing that I know of right now. • Nothing. • None. • Waiting get a appt. • Nothing. • Only the usual as a mom and cannot obviously be helped. • All of the help we have got and support. • Nothing. • Quite satisfied. • Nothing. There is nothing about the program that I dislike. • Nothing. • None. • Nothing. • The ever changing demographic of counselors. • None.

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• I think that the doctor and the doctor and case manager need to stop telling me what they think I want to hear and start listening to my husband and I on what we know needs to happen.

• Nothing. • NA • Nothing.

Ideas to help the CMH improve: • None. • Nothing really. • Nothing. • Nothing really. Sometimes I’m just a stubborn person. • Diane back at school. • Call just after lunch. • Nothing. • Keep doing the ting and treatment that are being done each visits. • None. • None. • None. • Life coach. Style counseling. • I couldn’t give any better ideas. Sorry I couldn’t think of one. • Nothing. • None. • Not really cuz they are very helpful. • None. • None. • I think that in our case the doctor and case manager need to listen to what we tell them and

understand that we know what needs to be done by them for there to be a change in our home. • More group ideas and more group time. • NA • Keep doing what you are doing.

OUTPATIENT THERAPY SERVICES

AuSable Valley Community Mental Health

What did you like about CMH and think should be continued? • The fun and friendly atmispher. • Hits right on to individual needs and goals. • Reminders of appointments. Group therapy – amazing. Support of diagnosis. • Everything. Thanks, Dan. • Commitment, groups, true concern. • Therapy is helping and group is an amazing way to open up and learn techniques I can use. • Calls to double check appointment times. • I like that I can openly express myself and not feel like I’m being judged. I think my treatment

should be continued, and it is. • Listening – letting me know I am worth listening to.

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• I think the staff is excellent. Keep hiring these great people. • I’m happy they let me come in. • I love group & it is so good for me. • The friendliness of the staff

• Very friendly. • Persistang care from staff. • I liked that they make it fun for (child’s name). • The way they don’t want to put kids on meds. • I like that they thoroughly explain things to me about my child’s services. • Willing to help with what needs to be taking care of. • The way they help and are with children. They have been helping my son out a lot and he is doing

better. • We love Trudi. ☺

• They take the time to get to know the child and make them comfortable and have fun activities to keep them interested.

• We feel listened to and understood! Thank you! • Trauma therapy, case management, reminder calls. • To be able to talk to someone who cares. Joann has be so much help! ☺

• I really like my therapist, Joanne. She’s the first therapist that figured me out! • They kept me with my therapist, Joanne, even though I moved to WBranch. • Different types of group to help cope. • Specific therapy groups. • I like the kind services. • I think Trem Group should be continued. • The staff. • Like the staff. • Everything. • No complaints. • I love my therapist, Maria – down to earth. • Yes, it’s helped me! • There doing awesome job. Keep the good work. • I have been coming for many years and I will continue until I don’t need it any more. • Group therapy. • Quick appointments for first timers. • The kindness and helpness and respect. • I like my counselor. I do not like the doctor. • Talking. • They listen to your opinion, make suggestions, and don’t force you upon making a choice. • Coloring. • 1) My questions and concerns are always taken care of, 2) Trauma Therapy, 3) Case Management, 4)

Reminder calls. • Training for TBI. • All • Therapy helps me to think and feel better. • NA • I like all that are nice & ask me how I’m doing. ☺

• My therapist is nice. • The sincere and dedicated staff. • I like the staff & my councilor Nancy. They make me feel comfortable & important. ☺

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• Nancy is very friendly. All staff is extremely kind. I do not have any problems w/ expressing myself here. It’s a very safe place. Keep up the great work.

• The staff.

• Helpful. • Easy scheduling and friendly staff. • The support of all the staff and communication between the staff and working together. • Releasing stress, yes to be continued. • It’s really helped me a lot. I really like the services here. • I like that their so supportive. • It’s a nice place with nice people. I feel very safe here. • Everything especially Michelle; she is awesome. • The relaxed environment. • The friendly atshomer. • They care a lot about their consumers and how their doing. • At CMH I feel able to share my problems comfortably. • I like that they are very helpful. • I like that Brent always calls the day before to remind me of my appointments. • Very professional, helpful, and respectful. I felt very comfortable. • I like how they can get you to open up. • Brent when calls to remind me of appt and for looking in parking lot when I try to bail. • Services and the people who it and I would like to continue the help I’m getting.

What did you not like and think should be stopped? • Nothing. • NA • Not a thing. • Little waiting room. ☺

• I’m happy with all my services. • Nothing at this time. • Nothing. • Nothing. • Nothing. • Nothing. • NA • Communication with wava – didn’t really happen. • Nothing really. • Over caseloads. • DO NOT like the lights in the room muss with my eyes!! • Nothing. • The involvement of law enforcement should always be a family’s or individual’s choice. It should

never be the choice of the therapist to call before even speaking to the person calling this office for help. “Mandated” reporting is not helpful and would prevent my asking for help or recommending others to ask for help. In our case, it caused unnecessary stress (emotional and financial) that could have been avoided. Explain the policy and procedure to people calling for help before taking names and numbers. It seemed rather underhanded to take my info then tell me you have to report it. I wo uldn’t have called if I’d known. I felt taken advantage of in my need for help.

• None. • I don’t like my appointment with my doctor/psychiatrist. He had an item with him and they were

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not validating and she called me a liar. • NA • Haven’t found anything that I disliked • • None. • Nothing. • If you need a longer appt or more appt per week you should be able too. • None. • No complaints. • I think some of the staff are more on a friend bases then a professional on for someone looking to

get through my horrible issues. If there was another place to switch I would. • Nothing. • None. • Nothing. • Nothing. • NA • NA • The long process it is to get medications change, reduced, or straightening. • To many medications. If something is not working, the Dr. adds more meds instead of taking some

away. • Nothing. • I like everything. • Small room. • Nothing. • None. • NA • Therapist always so booked out. • I haven’t found anything I don’t like about yet. • NA • There is nothing I do not like. • Nothing. • Nothing. • NA • Nothing. • Nothing. • Nothing. • NA • High turnover with employee. • More cartoons on and no answer to that.

Ideas to help the CMH improve: • Nothing at this time. • None. • Bigger waiting room. • Can’t think of any at the moment. • Use # instead of pt. names when calling back for appointment. • NA • Clone of Dan. • Nothing at this time. I am quite appreciative and thankful.

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• Scheduling is a little difficult at times. • Doing wonderful.

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Nothing. Services I have received are perfect.

• Don’t leave a message that states, “if this doesn’t work for you, then call me.” I never received the

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Just the lights is all I can think of. None. Coffee! ☺

NA NA I would like services to help people get to & from appointments. None. Nothing. Focus more on patients actual problems. 8 hour coed homes for couples (boyfriends & girlfriends). No complaints. They are great. Keep doing what they are doing. I love coming here. It helps me so much. Daily diary (food, mood) available in website/app directed of personal help. Good just the way they are. Some cases need to go beyond Trauma Therapy. Nicer offices. None. Let therapists go places with clients. NA Later hours. More groups/more visits with therapist.

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24-hour phone counselors rather than just after hour services. I like the way it is now, keep it up. NA Everything seems to be good. Everything! Nothing. More counselors. More fun ☺ please. Don’t know. Keep up the good work. Nothing, she great. Snacks in the waiting area and dogs should be allowed.

• Help more therapist that accept Medicare and just more therapist for a long period of time or life time. For long time therapist for kids.

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MEDICAL SERVICES

AuSable Valley Community Mental Health

What did you like about CMH and think should be continued? • The way you are scheduled & see fast and the processing into see the psych is great! • The staff. • I love Lindsey. She is caring and listens. • Very kind, respectful staff. • Councling. • Seems like they care. • Understanding – non judgemental, caring & extremely helpful individuals. • I like how CMH is flexible with time schedules. • The attentiveness of the staff and DO. • They offer good appt times. • Great personality of staff. • Great workers and friendly staff. • I like the friendliness of the staff. • The staff is wonderful in all aspects – therapy and medication. • NA • Outings. • Attentive, concerned, caring. • Lynsay. • I like their attitude and professionalism. • Great people. • Good people. • I love everything about CMH. • I love my doctor and therapist. • The friendliness and smiles. The helpful of the staff. • Their services. • The quick in and out appointments. • The support system. • Everyone is very acomindating. People are wonderful and very helpful. • Staff is very nice and understanding. • That they’re close by. • They keep up with what the care should be. • I like that they are here fore us and very supportive continued on helping us. • I love our care team. They are all excellent and supportive. Each member goes above and beyond to

help us meet our goals! • Very friendly and helpful. • They are very helpful. • I like that they are kind and help my daughter with her issues. • The way the people try to help the best they can. • The one on one individual plan for treatment. • That my concerns are listen to. • I don’t think the Dr. takes my son’s issues serious enough and my concerns about the side effects of

his medication.

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• They understand my concerns and respect my opinions. • The help they give. • I think letting people go who are not doing a good job is a start. Better supervision of staff in the

homes. • They call me back right away. • I like everything about CMH. I wouldn’t ask to change anything. • NA • How kind and caring and truly helpful and supportive they are. • The genuine caring and support, the empathy and understanding, the willingness to help any way

they can. • Everything. • Everything. • Friendly staff, and understanding. • The staff is very friendly. My daughter’s mental health team has been great. • Friendly staff that always is helpful. The med-line being available for reorders & questions. Getting

samples when we were waiting for preauth on script. • They help me when I need it. • Friendly services. • I think the therapy and case management services should continue. They help us out a lot. • Help well. • I like the one on one with my therapist and doctor.

What did you not like and think should be stopped? • Nothing should be stopped. The staff is great & everyone is helpful there but, we need feed back on

drugs. • Silence in the office. • The office girls (in Mio office only) are horrible to deal with if they are having a bad day. • Wait time. • Nothing. • Not a thing. • I’m fine with everything. • NA • Nothing. • NA • Nothing. • NA • NA • Over medicating. • Nothing. • Turnover of therapist. • Nothing. • NA • NA • Nothing. • Nothing. • Not sure. Haven’t had a problem. • Nothing. • Need to turn heat down some.

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• Nothing. • Nothing that can’t be helped. I’m Momma Worry. ☺

• The phone calls nonstop. • They need to stay on time with things – with their appointments. • I like that they care and are very helpful (nothing should stop). • NA • NA • Sometimes Dr. Barba is late. • Nothing. • Nothing. • Taking concerns more serious. • Sometimes the doctor isn’t there on time for appointments in the morning. • Nothing. • A practice of staff coming in to take a 16 hour day shift staying only one night and getting paid for

sleep hours. They’re going to another L.O.H. home and get paid for sleeping after working another day shift (16 hours paid for sleeping).

• Nothing. • There is nothing my family and I didn’t like. • Nothing. • Doubting the parents’ observations; it’s frustrating. • Nothing. • Nothing. • NA • They are good at all things. • Wait list. • NA • Nothing. • Nothing.

Ideas to help the CMH improve: • More feedback on side effects & interactions of drugs prescribed. • For the office staff to show a little more compassion. • NA • Keep up the good work! Thank you!!! • Ability to print out of charts – when info is needed. More Tawas appts. • None. • Doing great. • I don’t know. • Services are excellent. • NA • Frankenmuth. • None. • None. Keep up the good work. • Keep up good work. • NA • Just keep up the good work. • Keep doing what you’re doing. • Turn the heat down some.

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• Everything is great. Thank you. • Less in and out. Some of the staff is rude. • Keep an eye on time. • (Nothing at this time.) • None. • Don’t treat patients like they are only worth their insurance money. • Nothing. • The $0.50 raise didn’t help bring more people in the agency. Too much talking among staff about

clients. Staff talking about their jobs to the public are not going to bring more people to work. • Nothing. • I couldn’t give any ideas to improve CMH. There isn’t anything to improve. • Better service partners, like for ABA. • Having on call staff avail through email or text for teenagers to utilize. • I am happy with you. Thank you for all y our help. • You are doing a great job. • Getting medicine that don’t have side effect. • Nothing.

ACT SERVICES

AuSable Valley Community Mental Health

What did you like about CMH and think should be continued? • My side of the story. • The bus tokens and the nice people. • They treat me with respect only 1 more year. • The staff does care, and is open and clear about what the intentions of the program are. • Carrie & Michelle “the heck with the rest.” • Carrie & Michelle – that they are there for me & help me through my crisis. • Groups. Go to the movies (and other outings). • My care & all listed on the first page. • I like home visits, monthly doctor appointments, the support of the staff, and the ability to get my

meds through them (when I need them) (when I run out). • Talk on phone. • Friendlyness.

What did you not like and think should be stopped? • Judge with all the control. • Meeting 2 week to 1 week. • Being able to only see a certain psychiatrist. I would like to have another or more options that might

enable me to speak more, or see more eye to eye. • The way (staff name) NP went about stopping the medications that were working for me without

stopping to check if any of my other meds had – if it was compared to what she found in my urine – (staff name) was not honest & not thorough. This really messed me up.

• My doctor treats me like I’m an addict 1st & then a person. I think you should be able to see different doctor & still get help from ACT @ CMH.

• Nothing.

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• They switch your people – I prefer to have the same staff each time (like 1 or 2 not a team). • I think we should stop diagnosing people, and begin a plan that involves the personality disorders

all of society has. That is based not on what everybody likes, but what, every one of us need because of the sin propagated by these disabilities, that, again, we all have, being sinners. If we could focus not on what we judge is love (meaning if we knew what was good for us; truth) but on what we all know is sin, there would be peace on faith.

• Nothing.

Ideas to help the CMH improve: • Listen to the people. • Let me pack a bag when I go to the hospital. • If I was in charge I’d be proactive about seeking employees to deepen the resource pool for patients. • I recommend they get another worker because there is too much work for the workers they have.

(Carrie & Michelle have seen me as often as possible but sometimes there is just no – they are only 2 people, not 4.)

• Need more money (not enough funding). • I assume you do the best you believe you can. The just shall live by faith. • Nothing. • Outing to Frankenmuth.

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