Exploring complaint experience in adult acute MH inpatient settings
Research type
Research Study
Full title
What is the experience of raising a concern or making a complaint in an adult acute mental health inpatient setting?- A Multiple Case Study
IRAS ID
276201
Contact name
John Baker
Contact email
Sponsor organisation
University of Leeds, Clarendon Way
Duration of Study in the UK
1 years, 0 months, 1 days
Research summary
There is much published literature regarding people’s negative experiences of being an adult inpatient on an acute mental health ward. Little is known however about the actual experience of raising these concerns or making complaints about this care.
This work is part of a PhD project and aims to explore individual experience of raising concerns or making complaints about adult acute mental health inpatient care. By better understanding the experience of raising concerns and making complaints it is hoped to highlight how complainants experience being listened and responded to. This knowledge may provide important insight for services in how complaints are managed and responded to, and in turn improve that experience for individual patients and their families and carers. The study will also seek to explore with key staff how individual concerns and complaints are responded to and how these processes are managed.
Current inpatients on adult acute mental health inpatient ward, their families and carers who would like to discuss their experience of raising concerns or making a complaint will be offered the opportunity to take part in a semi-structured individual interview of up to one hour to discuss their experiences. In addition key staff from the organisations responsible for listening to, receiving concerns or complaints and / or responding to them will be offered the opportunity to take part in a semi-structured individual interview to discuss their experiences and understanding of the process.
It is planned to complete the study within three acute Mental Health Trusts and their associated organisations during 2020. It is planned to spend up to two months in each Trust conducting up to twenty individual semi-structured interviews with patients, carers, family members and staff within each Trust. The study will also include an exploration of relevant policy documents that inform practice.REC name
North West - Greater Manchester East Research Ethics Committee
REC reference
20/NW/0130
Date of REC Opinion
14 Apr 2020
REC opinion
Further Information Favourable Opinion