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Guidelines for Trauma-informed Mental Health Complaints Resolution

The MHCC has partnered with The Bouverie Centre to co-design a research project aimed at producing a set of Guidelines for Trauma-informed Mental Health Complaints Resolution to support people impacted by trauma in issuing a complaint in a safe and supported way.

These guidelines will enhance the ability of MHCC staff and Mental Health staff at services to consider the impacts of trauma when receiving complaints, as well as step out active measures to avoid re-traumatisation.

There are 15 guidelines in total – and each guideline is strongly grounded in practice; stepping out clear examples of how Mental Health services and MHCC staff can action each principle in their day-to-day work.

The guidelines were co-produced with people with Lived and Living Experience and uphold the MHCC’s philosophy of honouring and respecting the voice, expertise, and wisdom of people with lived experience of psychological distress or trauma.

These trauma-informed guidelines were developed to improve the experiences and outcomes of people making complaints. While primarily focused on the complaints process, we hope that the guidelines can be helpful in many areas of work with people with lived and living experience of trauma, mental illness, or psychological distress.

You can find the Guidelines, as well as a project summary below

Watch MHCC staff as they talk about how the Guidelines work.

Reviewed 12 April 2023

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