In 2024, the Maine Department of Health and Human Services (DHHS), through its Office of Behavioral Health (OBH) and Children’s Behavioral Health Services (CBHS, formerly OCFS), partnered with MDR to conduct a statewide consumer experience survey. This initiative aimed to assess the quality and effectiveness of mental health and substance use disorder treatment services provided to MaineCare recipients, including adults and youth who received services between July 2023 and June 2024. The survey also supported federal reporting requirements under the Substance Abuse and Mental Health Services Administration (SAMHSA) Uniform Reporting System (URS).
MDR administered three multimode surveys targeting distinct populations: adults receiving mental health treatment, adults receiving substance use disorder (SUD) treatment, and parents or guardians of youth receiving behavioral health services. The survey instruments were based on the Mental Health Statistics Improvement Program (MHSIP) Adult Outpatient Consumer Survey and Family Survey, with modifications to capture additional insights on crisis services, peer support, stigma, school attendance, and service quality. Data collection was conducted primarily via telephone interviews, supplemented by online survey options. Pre-notification letters were mailed to sampled individuals to inform them of the upcoming survey and encourage participation.
A total of 2,555 surveys were completed: 1,228 from adult mental health consumers, 312 from SUD treatment recipients, and 1,015 from family members of youth receiving services. Response rates ranged from 20.5% to 26.8% across the three groups. The sample was drawn from MaineCare records and stratified to ensure representation across service types and geographic regions. MDR applied complex sampling and weighting techniques to ensure the data accurately reflected the broader population of service recipients.
MDR provided ME DHHS with comprehensive deliverables, including full survey reports, data compendiums, and infographics highlighting key findings such as stigma and crisis service utilization. Results were benchmarked against prior years to identify trends and areas for improvement. MDR also supported ME DHHS in completing SAMHSA URS tables and presented findings to executive leadership to inform strategic planning and quality improvement efforts.
This project stands out for its longitudinal design, rigorous methodology, and commitment to amplifying the voices of Maine residents receiving behavioral health services. By integrating consumer feedback into state-level planning and federal reporting, MDR helped ME DHHS advance its mission to improve behavioral health outcomes across the state.
