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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An algorithm for predicting doctors’ risks of formal patient complaints

"The PRONE score appears to be a valid method for assessing individual doctors’ risks of attracting recurrent complaints. Regulators could harness such information to target quality improvement interventions, and prevent substandard care and patient dissatisfaction."

The PRONE score: an algorithm for predicting doctors’ risks of formal patient complaints using routinely collected administrative data
MJ Spittal, MM Bismark, DM Studdert
BMJ Quality and Safety 2015;24:360-368 doi:10.1136/bmjqs-2014-003834

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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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