New Bedford, MA – November 29, 2011 – Fellowship Health Resources, Inc. (FHR) recently hosted its first Persons Served Satisfaction/Improvement Forum in the Massachusetts Regions. Various staff members and 18 FHR persons served attended the forum at New Bedford’s Lawler Library to discuss the quality and adequacy of FHR’s mental health and substance abuse services.

“It wasn’t a paper and pencil type of exercise,” said FHR President/CEO Joe Dziobek. “We opened the room for discussion and allowed everyone the opportunity to make suggestions for improvement.”

Dziobek and Director of Quality Improvement Edie Eidson led the forum with Robert Rousseau, Northeast Director of Peer Recovery Services. Attendees spent the morning in discussion guided by small groups that focused on what services fully satisfied persons served in the FHR community. In her opening address, Eidson remarked, “This is a tremendous opportunity to enhance and better understand what and how to improve through the perspective of those we serve; nothing defines quality better than the voice of our consumers.”

“The afternoon session began with the showing of ‘Living With… Schizophrenia,’ the second episode of FHR’s ‘Living With…” video series,” said Northeast Director of Peer Recovery Services Bob Rousseau. “It was ahappy coincidence that Karen, who is featured in the video, was present at the forum. Everyone gave an extremely positive response to the video, asked Karen to stand, and proceeded to give her an extended and very warm applause. Karen represents persons served living in the community with her video and attendance at the forum.”

New Bedford Regional Director Kim Mello said that it is always beneficial to listen to persons served. “It was extremely gratifying to witness folks who I have known for many years sharing and discussing their satisfaction and benefits of our programs,” Mello said.

After the video, group discussions focused on services that could use some improvement. Topics discussed included roommate selections, frequency of counseling visits, employment services, and relationship support groups.

“FHR’s PRISMModel encourages us to be mission-driven in all our endeavors at FHR,” Rousseau said. “With cooperative collaborations between executive officers, the department of quality improvement, the media team, and peer support workers, we aimed to find and deliver creative solutions to best meet the needs of those in our care. The forum clearly exemplified how FHR is truly mission-driven in all aspects.”

Leadership members look forward to sharing what they learned at the forum with their regional staff and clinicians. “Increased client satisfaction and input is an ongoing strategic goal for our leadership team,” Mello said. “I’m excited to share the outcomes of the forum with the New Bedford staff members!”

“The forum provided staff an opportunity to put faces and voices to opinions that were formally provided by annual written surveys,” said FHR Director of Clinical Services Pam Daisey. “Giving insight to areas of improvement is also very empowering for the persons served. They are in control of their treatment and recovery so it’s important for persons served to assist staff and leadership to improve the services provided for them.”

For more information about Services provided by FHR, please visit www.fellowshiphr.org/services.