Experience based co-design reduces formal complaints on an acute mental health ward

"An acute mental health triage ward at Oxleas NHS Foundation Trust was attracting high levels of formal service user and family complaints. The Trust used experience based co-design to examine the issues and redesign procedures. This resulted in an immediate eradication of formal complaints for a period of 23 months."

Experience based co-design reduces formal complaints on an acute mental health ward
N Springham, G Robert
BMJ Quality Improvement Reports 2015;4: doi:10.1136/bmjquality.u209153.w3970

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Patient complaints in healthcare systems

"Patient complaints have been identified as a valuable resource for monitoring and improving patient safety. This article critically reviews the literature on patient complaints, and synthesises the research findings to develop a coding taxonomy for analysing patient complaints"

Patient complaints in healthcare systems: a systematic review and coding taxonomy
TW Reader, A Gillespie, J Roberts
BMJ Quality and Safety, 2014;23: 678–689

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