What is the
mission of the QRT?
The mission of the Quality Review Team (QRT) is to create
an atmosphere of continuous quality improvement within the
publicly funded mental health community. These steps
illustrate how this is accomplished:
- The QRT assess consumers’ level of satisfaction with
the mental health services they receive.
- Using this information, the QRT recommends viable
options for change within the mental health system,
documents whether changes are implemented in a timely
manner and have the desired effect.
This proactive approach enables the system to be
responsive to the varying needs of consumers.
How does the QRT get information?
The QRT gathers information in a variety of ways:
- Site visits
- One-to-one interviews
- Telephone interviews
- Group forums and focus group discussions
- Surveys and questionnaires
- Phone calls are always welcome, and the meetings can be
arranged in an office setting, or a mutually agreed upon
location. Participation is always voluntary, and
confidentiality is respected.
Quality review focuses on the following categories:
- ACCESS – Were you able to receive services when you
needed them? Did you have to wait for services to begin?
- ACCEPTABILITY – Were the services satisfactorily
delivered? Were they acceptable to you?
- IMPACT – Did services have a positive impact on your
How do I take a QRT survey?
- You can call and request a survey at (360) 867-2555.
- You can
email a request for a survey.
How does the Quality Review help me?
Consumer satisfaction is often overlooked when monitoring
the quality of services, especially if those are publicly
funded services. Each consumer who voices an opinion about
quality has the opportunity to help many others. Chances are
if you are dissatisfied with a service, others are as well.
We can work together toward positive change.
How do I make a complaint to the
The QRT works with mental health system issues, which
often do not get resolved immediately. Although we are very
interested in hearing complaints, the QRT is unable to
assist individuals seeking timely resolution to a particular
complaint about mental health services. In the event you
have a complaint to which you are seeking resolution, the
Ombuds service is available to you. The Ombuds service
is specifically designed to mediate complaints of this
nature, and can be reached by calling your local BHO. See
below for contact information.
How do I contact the QRT?
Quality Review Team
Thurston Mason BHO
412 Lilly Rd NE
Olympia, WA 98506
(360) 867-2555 or (800) 658-4105
Fax: (360) 867-2601
TDD: (360) 867-2603
Download the QRT Brochure: