Supporting staff to respond effectively to informal complaints: findings from an action research study

Allan, Helen T. and Odelius, Ann Christine and Hunter, Bille J. and Bryan, Karen and Knibb, Wendy and Shawe, Jill and Gallagher, Ann (2015) Supporting staff to respond effectively to informal complaints: findings from an action research study. Journal of Clinical Nursing . ISSN 0962-1067

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Abstract

Aim: to understand how nurses and midwives manage informal complaints at ward level.
Background: the provision of high quality, compassionate clinical nursing and midwifery is a global priority. Complaints management systems have been established within the National Health Service (NHS) in the United Kingdom (UK) to improve patient experience yet little is known about effective responses to informal complaints in clinical practice by nurses and midwives.
Design: collaborative action research.
Methods: four phases of data collection and analysis relating to primarily one NHS trust during 2011-2014 including: scoping of complaints data, interviews with five service users and six key stakeholders and eight reflective discussion groups with six midwives over a period of nine months, two sessions of communications training with separate groups of midwives and one focus group with four nurses in the collaborating trust.
Results: three key themes emerged from these data: multiple and domino complaints; ward staff need support; and unclear complaints systems.
Conclusions: current research does not capture the complexities of complaints and the nursing and midwifery response to informal complaints.
Relevance to clinical practice: robust systems are required to support clinical staff to improve their response to informal complaints and thereby improve the patient experience.

Item Type: Article
Additional Information: Article first published online: 7 FEB 2015 Early View (Online Version of Record published before inclusion in an issue)
Research Areas: A. > School of Health and Education > Adult, Child and Midwifery
Item ID: 14720
Notes on copyright: "This is the pre-peer reviewed version of the following article: Allan, H. T., Odelius, A. C., Hunter, B. J., Bryan, K., Knibb, W., Shawe, J. and Gallagher, A. (2015), Supporting staff to respond effectively to informal complaints: findings from an action research study. Journal of Clinical Nursing, which has been published in final form at http://dx.doi.org/10.1111/jocn.12770. This article may be used for non-commercial purposes in accordance with Wiley Terms and Conditions for Self-Archiving."
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Depositing User: Helen Allan
Date Deposited: 22 Apr 2015 14:39
Last Modified: 06 Sep 2018 08:57
URI: http://eprints.mdx.ac.uk/id/eprint/14720

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