Mental Health Services - San Mateo County Health
Behavioral Health • San Mateo, CA
Ratings by platform
- San Mateo County Health BHRS Internal Surveys: Average rating of 8.9/10 in FSP program; 4.4/5 in SUD treatment surveys (827 survey participants in Nov 2019 survey)
What patients say
Patients praise
- High overall reported satisfaction rates (e.g., 91% satisfaction in surveys)
- Supportive and comfortable experiences with case managers and treatment team members
- Effective connection to outside resources and assistance with daily life necessities (medication, housing, jobs)
- Availability of staff for support
Common complaints
- Difficulty filing formal complaints or being discouraged from doing so
- Perception of staff as busy, overworked, and high staff turnover affecting continuity of care
- Negative experiences with translators impacting service delivery
- Inconsistency in appointments
In patients' words
"It’s been very good for me, Telecare has been good to me. I've been with them for 13 years. They have helped me with medication, provided housing, and also helped me get a job."
— Multi-County FSP Innovation Project, 2021"I did want to file a formal complaint, but my case manager told me that I wasn’t able to do that. ... I think that was the lowest experience with [my provider]."
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