PT  - JOURNAL ARTICLE
AU  - Neil Springham
AU  - Glenn Robert
TI  - Experience based co-design reduces formal complaints on an acute mental health ward
AID  - 10.1136/bmjquality.u209153.w3970
DP  - 2015 Jan 01
TA  - BMJ Quality Improvement Reports
PG  - u209153.w3970
VI  - 4
IP  - 1
4099  - http://bmjopenquality.bmj.com/content/4/1/u209153.w3970.short
4100  - http://bmjopenquality.bmj.com/content/4/1/u209153.w3970.full
SO  - BMJ Qual Improv Report2015 Jan 01; 4
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.