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Consumer/Family Satisfaction Team (C/FST)
Program Overview
The Consumer/Family Satisfaction Team (CFST) is a statewide program required under Pennsylvania’s HealthChoices behavioral health system. It gathers feedback from individuals and families to ensure services are respectful, responsive, and recovery-oriented.
In Cumberland, Dauphin, Lancaster, Lebanon, and Perry Counties, CSS operates the CFST through contract with the Capital Area Behavioral Health Collaborative (CABHC); the 5 county collaborative organization that oversees HealthChoices in the Capital Region.
Who We Serve
CFST works with individuals and families across the lifespan who are receiving behavioral health services. By centering lived experience, the program ensures that community voices help guide service improvements and system accountability.
Why CFST Matters
By elevating lived experience at the local and statewide level, CFST supports:
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Better access to care
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Recovery-focused and responsive services
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System improvements informed by those receiving services
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Peer collaboration across counties and statewide
How CFST Works
Trained team members with lived experience conduct confidential surveys. This peer-driven, trauma-informed approach encourages honest feedback and empowers participants to share their perspectives safely.
Your feedback is summarized and used to help providers and system partners improve services, identify trends, and ensure care is recovery-focused and responsive to community needs.
Frequently Asked Questions
What is CFST?
CFST is a state-mandated program that collects feedback from people receiving behavioral health services and their families to help improve care.
Who runs CFST in our counties?
CSS operates CFST in Cumberland, Dauphin, Lancaster, Lebanon, and Perry Counties.
Is participation confidential?
Yes. Individual responses are kept private. Only aggregated summaries are shared with providers and system partners.
Will participating affect my services?
No. Participation is voluntary and will not affect your services or benefits.
Who conducts the surveys?
Peer team members with lived experience, trained to provide a safe, supportive, and trauma-informed experience.
What kinds of things will I be asked about?
Access, timeliness, quality of care, respect and dignity, and whether services support recovery goals.
What happens with my feedback?
Feedback is summarized and shared with local and statewide partners to improve behavioral health services, support recovery, and inform system changes.
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