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

Neil Springham, Glenn Brian Robert

Research output: Contribution to journalArticlepeer-review

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Abstract

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.
Original languageEnglish
JournalBMJ Quality Improvement Reports
Volume4
DOIs
Publication statusPublished - 12 Nov 2015

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