TY - JOUR
T1 - Experience based co-design reduces formal complaints on an acute mental health ward
AU - Springham, Neil
AU - Robert, Glenn Brian
PY - 2015/11/12
Y1 - 2015/11/12
N2 - 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. This paper describes two outcomes: firstly, the successful adaptations made to the experience based co-design methodology from its origins in physical care, in order to ensure it was safe and effective in an acute mental health setting; and, secondly, the changes made to the ward as a result of this quality improvement intervention.
AB - 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. This paper describes two outcomes: firstly, the successful adaptations made to the experience based co-design methodology from its origins in physical care, in order to ensure it was safe and effective in an acute mental health setting; and, secondly, the changes made to the ward as a result of this quality improvement intervention.
U2 - 10.1136/bmjquality.u209153.w3970
DO - 10.1136/bmjquality.u209153.w3970
M3 - Article
SN - 2050-1315
VL - 4
JO - BMJ Quality Improvement Reports
JF - BMJ Quality Improvement Reports
ER -