Responding to Complaints in the NHS

• Research type

  Research Study

• Full title

  Restorative Relationships: An Appreciative Inquiry about Responding to Complaints in the NHS

• IRAS ID

  151427

• Contact name

  Lisa McNay

• Contact email

  Lisa.McNay@uws.ac.uk

• Research summary

  Complaints are an invaluable source of patient experience feedback. The recent Mid Staffordshire NHS Foundation Trust Inquiry (2013) and the resultant reviews of complaints handling in the NHS in England have led to a number of recommendations including more transparency, accountability and learning, which have been in the main accepted by the Westminster Government. Much has been done in Scotland in terms of policy, guidelines and e-learning resources to support a more effective approach to complaints management. However, the Scottish Health Council's review of how feedback, comments, concerns and complaints can improve NHS Services in Scotland highlights that there is still work to be done, particularly in terms of ensuring a person - centred process of which relationships form the core of (Scottish Health Council, 2014).

  There is more scope to explore the central component of relationships within the complaints process. What appears to be missing is the opportunity to draw on the principles of restorative practice including:the focus of rebuilding relationships and re-orientating attention away from blame and punishment towards repairing harm. This could help to promote an environment in which patients, families and staff can work together in the powerful relational process of co-production valuing the expertise of all of those involved in the experience, to develop a model to support relational responding to further develop practice.

  NHS Dumfries & Galloway in partnership with the University of the West of Scotland decided to jointly fund a PhD studentship with a focus on reviewing and improving their complaints process.

  The proposed study will utilise an Appreciative Inquiry Methodology, where good practice is explored in depth.

  Reference
  Mid Staffordshire NHS Foundation Trust Public Inquiry (2013)Report of the Mid Staffordshire NHS Foundation Trust Public Inquiry. Stationary Office, London

  Scottish Health Council (2014) Listening and Learning: How Feedback, Comments, Concerns and Complaints Can Improve NHS Services in Scotland. Scottish Health Council, Glasgow

• REC name

  West of Scotland REC 3

• REC reference

  14/WS/1030

• Date of REC Opinion

  8 Aug 2014

• REC opinion

  Further Information Favourable Opinion