TY  - JOUR
AB  - 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.
VL  - 10
IS  - 6
SN  - 0268-9235
DO  - 10.1108/02689239610153195
UR  - https://doi.org/10.1108/02689239610153195
AU  - Sbaraini Silvia
AU  - Carpenter John
PY  - 1996
Y1  - 1996/01/01
TI  - Barriers to complaints: a survey of mental health service users
T2  - Journal of Management in Medicine
PB  - MCB UP Ltd
SP  - 36
EP  - 41
Y2  - 2024/04/23
ER  -