title: Experience based co-design reduces formal complaints on an acute mental health ward.
abstract: 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.
authors.affiliation: Oxleas NHS Foundation Trust and Kings College London, UK (respectively).
authors.forename: Neil
authors.initials: N
authors.lastname: Springham
authors.affiliation: Oxleas NHS Foundation Trust and Kings College London, UK (respectively).
authors.forename: Glenn
authors.initials: G
authors.lastname: Robert