Quality Care is Our Top Goal

We want to help every Community Care member stay healthy. Our goal is to give you good mental health and substance use services at the lowest cost we can. We want you to get care in a safe place that supports your recovery.

We serve many different people. We try hard to meet your needs and preferences. Our staff and providers are trained to be respectful. Because we have many kinds of providers, we can respond to cultural, racial, ethnic, disability, and language needs.

Our Quality Improvement (QI) Program

Community Care has a Quality Improvement (QI) Program. A committee made up of community members and leaders oversees it. This committee looks at what is important to you. They set goals and check each year to make sure we meet them. If we do not meet a goal, we work to fix the problem. This process happens all the time. We are always checking, learning, and improving.

Our QI Program Goals

Give you the best care we can.
Respect your choices.
Provide care quickly.
Make your experience positive.
Keep you safe.
Help your providers work together.
Give great customer service.

What We Check

We monitor many things to make sure you get quality care, such as:

If we have enough providers close to where members live.
How fast you can get an appointment:
- Urgent needs: within 24 hours
- Routine needs: within 7 days
How fast customer service answers the phone (goal: 30 seconds or less).
Member complaints and how well we handle them.
How satisfied members are with our services.

Member Satisfaction

Every year, we survey members about our customer service.
In 2024:

Adults: 72.47% satisfied (goal: 78%)
Children: 66.5% satisfied (goal: 72%)

The adult score increased slightly from 2023. The child score decreased slightly.

To improve:

Staff now end each call by asking, “Are you satisfied with your call today?”
If the member says “no,” the call goes to another representative right away.
Staff receive ongoing training.
An automated survey at the end of calls continues.
In these quick surveys, over 95% of members say they are satisfied.

Follow‑Up After Hospitalization

We track how many members see a provider after leaving the hospital for mental health care. We measure follow‑up at 7 days and 30 days after discharge. In 2023, we also looked at results by race.

7‑Day Follow‑Up

White – 41.7%
Black – 32.7%
American Indian/Alaskan Native – 44.0%
Asian – 43.1%
Other/Not reported – 38.4%

30‑Day Follow‑Up

White – 62.0%
Black – 50.6%
American Indian/Alaskan Native – 67.9%
Asian – 61.9%
Other/Not reported – 57.3%

We have not met our goals yet, but Pennsylvania’s numbers are improving.
Helpful programs include:

Support from Community Health Workers
Pre/Post‑Natal Care Management
Interdisciplinary Care Plans
High‑Risk Care Management
Admission Interviews
Aftercare Outreach

We expect follow‑up rates to keep improving over time.

Safety and Coordinated Care

Your safety is very important to us. When you see more than one provider, it helps when they share information. This makes your treatment safer and more effective.

Please share your treatment and medication information with all your providers. If you take psychotropic medication or have physical health issues (like smoking or obesity), this is especially important. Make sure to sign a Consent to Release Information form so providers can talk with each other.

We teach both providers and members why coordinated care matters. Providers who do not meet our goals must create plans to improve.

Want to Learn More?

You can call or write to us if you want:

More information
A copy of our QI policy
To give suggestions
To join our Member or Family Advisory meetings

Call Us

Write to us at:

Community Care Behavioral Health
Quality Management Department
U.S. Steel Tower, Floor 8
600 Grant Street
Pittsburgh, PA 15219