One of the actions in the MHCC’s is to develop a complaints process and culture self-assessment tool to support public mental health services to review and improve their approach to complaints. The tool will also inform the planning and delivery of MHCC’s training and education for services.
We are therefore seeking interest, particularly from lived experience staff and representatives in services, quality coordinators and clinicians responding to complaints, to contribute to and/or trial this tool. We’d like to know please:
- what format would be helpful
- what is important to include
- your ideas for, and examples of, great complaints practice - including where lived experience staff are involved in the feedback process or reporting of feedback data to consumers, carers and staff.
We are keen to work together with and learn from services what is working well with complaints and share this information.
Reviewed 07 January 2021