TY - JOUR T1 - Experience based co-design reduces formal complaints on an acute mental health ward JF - BMJ Quality Improvement Reports JO - BMJ Qual Improv Report DO - 10.1136/bmjquality.u209153.w3970 VL - 4 IS - 1 SP - u209153.w3970 AU - Neil Springham AU - Glenn Robert Y1 - 2015/01/01 UR - http://bmjopenquality.bmj.com/content/4/1/u209153.w3970.abstract 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. ER -