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Complaints about care in a mental health trust

South London and Maudsley NHS Trust, Denmark Hill, London SE5 8AZ

Claire Henderson, MRC Training Fellow in Health Services Research and Honorary Specialist Registrar in Psychiatry

Section of Community Psychiatry, Health Services Research Department, Institute of Psychiatry, De Crespigny Park, London SE5 8AF; tel.: 020 7919 2692, fax: 020 7277 1462, e-mail: C.Henderson{at}iop.kcl.ac.uk

AIMS AND METHOD

A retrospective review of a random sample of written complaints made by, or on behalf of, users of psychiatric services to determine: (a) the number and nature of written complaints against clinical aspects of services in a mental health trust over a 1-year period; and (b) what information complaints provide about deficiencies in the quality of care.

RESULTS

Out of 325 recorded complaints in 1997, 192 concerned clinical aspects of services; 89% of complainants complained once. There was a roughly equal split between complaints about technical v. interpersonal aspects of care. Complaints were far higher from in-patient than from out-patient settings. Evidence that the complaints related to psychotic symptoms was rare. All complaints were resolved locally, but 28 responses by the team were judged unsatisfactory. In 39 cases further action was taken as a result of the complaint, but no disciplinary action was taken against medical staff.

CLINICAL IMPLICATIONS

Poor communication is likely to be at the root of many complaints. Room for improvement was found with respect to responses to complaints.

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