First Rhode Island Focus Group Yields Great Results
Contributed by: Ed Allard, Communications Representative
Results are in from the first Rhode Island regional focus group, held late September 2010. Eleven Fellowship Health Resources' consumers attended, offering both favorable and informative responses. Peer Specialist Robert Rousseau, from Southeastern Massachusetts, also sat in. He hopes to replicate the group process for the Massachusetts region in 2011.
The meeting consisted of a round-table discussion of services Fellowship offers that consumers found most helpful, as well as areas for improvement. The group gave Fellowship a glowing review, but also filled the agency in about some of its weaker areas. This was very gratifying to the organizers of the event, who first planned the focus group process to find out first-hand what Fellowship consumers found as shortcomings in the agency. One area of weakness identified was the lack of such meetings, and of opportunities to earn recognition for this kind of accomplishment. Participant John S. suggested that these consumer groups be “attended by someone constructive, who knows quite a bit about psychology.”
Bob Rousseau addressed the group consensus of offering more consumer and residential meetings with the suggestion of forming peer groups. More than one participant showed excitement at the idea of receiving training to become peer specialists themselves. Bob also suggested residential meetings, during which each person could contribute to what he called “comfort agreements,” which would address another group concern by enhancing the comfort of people who share close quarters.
One area that offered no disagreement among participants was in the efforts of Fellowship staff members. Most group members spontaneously stated that agency services met their needs, but all indicated they were most impressed by how caring, dedicated, and especially available staff people are. This held true in both residential and out-patient situations. Carol R. gave high praise to Cathy Degnan, Hope Street Apartments staff person, for her action during Carol’s recent illness. Cathy’s dedication to waiting with her for five hours in the emergency room impressed Carol greatly. She was extremely grateful for this level of care, but also for the fact that the choice to go to the hospital was hers to make. Freedom to choose one’s own destiny stood out during the conversation, its importance echoed by numerous other participants.
In response to Fellowship’s Executive Leadership Team concerns regarding stigma and the use of labels such as ‘client’ and ‘consumer’ - common words used to describe a person with a diagnosis of a mental illness - moderators asked group members to offer their thoughts on such descriptions. Surprisingly, group members were not very familiar with the term ‘consumer’, although most did not find it offensive. It was indicated that many referred to themselves as ‘clients’, which was a bit surprising, as the word ‘consumer’ first came into use during the years when mental health consumer movements were first organizing as a response to the stigma created by the terms ‘client’ or ‘patient’.
Fellowship President/CEO Joe Dziobek attended the final twenty minutes, answering participants' questions directly, his focus on a particular concern about consumer finances and budgeting. Explaining the nature of consumer funding, the majority of which is raised with fundraising efforts, Mr. Dziobek indicated that consumer requests for assistance with education and/or employment always met with approval. The session ended with one final question from Mr. Dziobek as he asked group members “What did you learn from this experience?” Answering his question with an immediate response, John S. championed “That we have rights!”
Fellowship plans to hold consumer focus groups in the remaining eight regions of the agency, starting in Southeastern Massachusetts. The next Rhode Island region focus group, to include the same participants, is planned for the end of January, where more emphasis will be placed on areas of need, as well as an exploration of what the group members feel helps them live healthier and happier lives. This will tap into things beyond services and agencies, to give Fellowship a broader understanding of what really helps the individual to do better.