Barriers to complaints: a survey of mental health service users

Silvia Sbaraini (The Tizard Centre, Beverley Farm, University of Kent, Canterbury, UK)
John Carpenter (The Tizard Centre, Beverley Farm, University of Kent, Canterbury, UK)

Journal of Management in Medicine

ISSN: 0268-9235

Publication date: 1 December 1996

Abstract

Reports on a survey of 222 mental health service users in two health service trusts, which provides evidence to support and elaborate Wood’s analysis of barriers to effective complaints procedures. Identifies key confounding factors such as: lack of awareness of the existence of procedures, the fears of service users about making a complaint, and the lack of awareness of rights and expectations of services. Notes key implications for managers including: the provision of accurate, comprehensive information to service users about complaints procedures, the need to recognize the many factors which inhibit service users from using procedures and the need to inform service users about their rights and services.

Keywords

Citation

Sbaraini, S. and Carpenter, J. (1996), "Barriers to complaints: a survey of mental health service users", Journal of Management in Medicine, Vol. 10 No. 6, pp. 36-41. https://doi.org/10.1108/02689239610153195

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Publisher

:

MCB UP Ltd

Copyright © 1996, MCB UP Limited

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