Monitoring Services

In 1997, Voice and Vision, Inc. began monitoring mental health services by gathering the “patient experience” from adults receiving those services. Shortly thereafter, Voice and Vision expanded to monitoring intellectual disability services and drug and alcohol services again by speaking to the individuals who received those services.  Since then, Voice and Vision has interviewed thousands of people about their experiences with these services and systems and reported to funders and influencers what people say they want and need to live a quality life full of resiliency and hope! 

Here are the names and descriptions of these services:     

Consumer/Family Satisfaction Teams (in Bucks and Chester Counties) and the Member/Family Satisfaction Team (in Delaware County) conduct interviews and focus groups with youth, adults, and families who receive mental health and/or drug & alcohol services to ascertain if those services are meeting peoples’ needs and to obtain recommendations for change.  Access, service delivery, treatment, quality of life, recovery, overall health/wellness, and outcomes are a few of the focus areas. The data gathered is given to county departments, insurance companies, individuals, family members, and communities with the goal to implement strategies that foster change where needed.

The Independent Monitoring For Quality Team (in Bucks County) interviews individuals who are registered with the intellectual disability system and their families about the quality of their lives, what is working, and what changes they would like to see. The process is guided by the “Everyday Lives” values and principles. Reports are submitted to County and State Officials to bring about needed changes pertaining to each individual’s life and in services and supports.  

Teams like these are mandated by the Commonwealth of Pennsylvania, and they exist in every county.  All of the Voice and Vision teams have people with lived experience doing the good work.  Voice and Vision uses the data gathered across services and counties to identify trends focused on what is working well, what needs improving, and to advocate for change where needed.

While this work is a lot of what Voice and Vision does on a daily basis, people who participate in the above services are those identified randomly through service registries and/or are currently in treatment.  We are grateful for all who take part in a survey interview or focus group, so please answer the call if we reach out because your Voice and Vision are important!!!!     

To see some of the Community Reports from t Consumer/Family Satisfaction Teams click here


People: Voice and Vision’s advocacy support helps individuals and families know their rights, who to call for help, and how to file a grievance or complaint when needed. Please call the main number for more information: 1-800-734-5665.

Systems: Voice and Vision analyzes the data we gather from individuals and families from all the counties to identify trends, issues, and recommendations for change in services and systems with a goal to see a change in specified areas. We also identify strengths with the goal to honor excellence and encourage expansion in those programs/services that are working well.

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