Acting on complaints about mental health services. Implications of power imbalances.
Complaint procedures are meant to provide an effective safeguard for users of services, but they do not always work well. Applies an analysis of three views of power to complaint procedures in mental health services. Identifies three factors which might affect the effectiveness of complaint procedures: the lack of credibility often accorded users of mental health services; the fear service users may have about complaining; and the difficulties they might experience in knowing what they can expect from a service. Uses this analysis to identify what managers need to do to ensure the complaint procedures are effective.
Wood
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Tizard Centre, University of Kent at Canterbury, UK.
D003144:Communication Barriers; D003659:Decision Making, Organizational; D006778:Hospitals, Psychiatric / Q000458:organization & administration / Q000592:standards*; D006801:Humans; D008605:Mental Health Services / Q000458:organization & administration / Q000592:standards; D009741:Nursing Staff, Hospital / Q000592:standards; D015279:Organizational Culture; D017060:Patient Satisfaction; D011209:Power, Psychological; D013222:State Medicine / Q000458:organization & administration / Q000592:standards; D006113:United Kingdom