RT Journal Article
SR Electronic
T1 Experience based co-design reduces formal complaints on an acute mental health ward
JF BMJ Quality Improvement Reports
JO BMJ Qual Improv Report
FD British Medical Journal Publishing Group
SP u209153.w3970
DO 10.1136/bmjquality.u209153.w3970
VO 4
IS 1
A1 Neil Springham
A1 Glenn Robert
YR 2015
UL http://bmjopenquality.bmj.com/content/4/1/u209153.w3970.abstract
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.