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

Article

Allan, H., Odelius, A., Hunter, B., 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. https://doi.org/10.1111/jocn.12770
TypeArticle
TitleSupporting staff to respond effectively to informal complaints: findings from an action research study
AuthorsAllan, H., Odelius, A., Hunter, B., Bryan, K., Knibb, W., Shawe, J. and Gallagher, A.
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.

PublisherBlackwell
JournalJournal of Clinical Nursing
ISSN0962-1067
Publication dates
Print2015
Publication process dates
Deposited22 Apr 2015
Output statusPublished
Copyright Statement

"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."

Additional information

Article first published online: 7 FEB 2015
Early View (Online Version of Record published before inclusion in an issue)

Digital Object Identifier (DOI)https://doi.org/10.1111/jocn.12770
LanguageEnglish
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Executive summary of the RESPONSE project (responding effectively to services users (patients and cares) and practitioners' (nurses and midwives) perspectives on care concerns: developing sustainable responses through educational action research
Allan, H., Shawe, J., Odelius, A., Knibb, W., Gallagher, A., Hunter, B. and Bryan, K. 2014. Executive summary of the RESPONSE project (responding effectively to services users (patients and cares) and practitioners' (nurses and midwives) perspectives on care concerns: developing sustainable responses through educational action research. University of Surrey.
An investigation into newly qualified nurse' ability to recontextualise knowledge to allow them to delegate and supervise care(AaRK)
Magnusson, C., Westwood, S., Ball, E., Curtis, K., Evans, K., Horton, K., Johnson, M. and Allan, H. 2014. An investigation into newly qualified nurse' ability to recontextualise knowledge to allow them to delegate and supervise care(AaRK). University of Surrey.
Understanding sociology in nursing
Allan, H., Traynor, M., Kelly, D. and Smith, P. 2016. Understanding sociology in nursing. London SAGE Publications.
New role raises questions
Traynor, M., Allan, H., Allan, H., Dyson, S., Corbett, K. and Centre for Criitcal Research in Nursing and Midwifery 2016. New role raises questions. Nursing Standard. 30 (29), pp. 26-27. https://doi.org/10.7748/ns.30.29.26.s25
Are senior nurses on clinical commissioning groups in England inadvertently supporting the devaluation of their profession?: A critical integrative review of the literature
Allan, H., Dixon, R., Lee, G., O'Driscoll, M., Savage, J. and Tapson, C. 2016. Are senior nurses on clinical commissioning groups in England inadvertently supporting the devaluation of their profession?: A critical integrative review of the literature. Nursing Inquiry. 23 (2), pp. 178-187. https://doi.org/10.1111/nin.12129
Delegation and supervision of health care assistants’ work in the daily management of uncertainty and the unexpected in clinical practice: invisible learning among newly qualified nurses
Allan, H., Magnusson, C., Evans, K., Ball, E., Westwood, S., Curtis, K., Horton, K. and Johnson, M. 2016. Delegation and supervision of health care assistants’ work in the daily management of uncertainty and the unexpected in clinical practice: invisible learning among newly qualified nurses. Nursing Inquiry. 23 (4), pp. 377-385. https://doi.org/10.1111/nin.12155
Survey of the Commissioning Nurse Leaders’ Network membership 2015: summary of results
Allan, H. and O'Driscoll, M. 2016. Survey of the Commissioning Nurse Leaders’ Network membership 2015: summary of results. online Middlesex University.
An evaluation of the impact of ‘Compassion in practice: nursing, midwifery and care staff - our vision and strategy’ on staff experience in NHS Trusts in England.
Allan, H., O'Driscoll, M., Liu, L., Corbett, K. and Department of Adult, Child and Midwifery, School of Health and Education, Middlesex University 2015. An evaluation of the impact of ‘Compassion in practice: nursing, midwifery and care staff - our vision and strategy’ on staff experience in NHS Trusts in England. School of Health and Education, Middlesex University.
Non-European nurses’ perceived barriers to UK nurse registration
Allan, H. and Westwood, S. 2016. Non-European nurses’ perceived barriers to UK nurse registration. Nursing Standard. 30 (37), pp. 45-51. https://doi.org/10.7748/ns.30.37.45.s41
White British researchers and internationally educated research participants: insights from reflective practices on issues of language and culture in nursing contexts
Allan, H. and Westwood, S. 2015. White British researchers and internationally educated research participants: insights from reflective practices on issues of language and culture in nursing contexts. Journal of Research in Nursing. 20 (8), pp. 640-652. https://doi.org/10.1177/1744987115618236
Managing infertility in primary care
Allan, H. and Mounce, G. 2015. Managing infertility in primary care. Practice Nursing. 26 (9), pp. 440-443. https://doi.org/10.12968/pnur.2015.26.9.440
Learning from people with long-term conditions: new insights for governance in primary health care
Ross, F., Smith, P., Byng, R., Christian, S., Allan, H., Price, L. and Brearley, S. 2014. Learning from people with long-term conditions: new insights for governance in primary health care. Health and Social Care in the Community. 22 (4), pp. 405-416. https://doi.org/10.1111/hsc.12097
Cervical screening and the aftermath of childhood sexual abuse: are clinical staff trained to recognise and manage the effect this has on their patients?
Walker, J. and Allan, H. 2014. Cervical screening and the aftermath of childhood sexual abuse: are clinical staff trained to recognise and manage the effect this has on their patients? Journal of Clinical Nursing. 23 (13-14), pp. 1857-1865. https://doi.org/10.1111/jocn.12390
Early intervention screening involves more than “simple” screening
Lee, H., Lu, Z., Allan, H., Yeh, M. and Chang, S. 2015. Early intervention screening involves more than “simple” screening. International Journal of Healthcare, Insurance and Equity. 2 (1).
Factors perceived to influence exercise adherence in women with breast cancer participating in an exercise programme during adjuvant chemotherapy: a focus group study
Husebø, A., Karlsen, B., Allan, H., Søreide, J. and Bru, E. 2015. Factors perceived to influence exercise adherence in women with breast cancer participating in an exercise programme during adjuvant chemotherapy: a focus group study. Journal of Clinical Nursing. 24 (3-4), pp. 500-510. https://doi.org/10.1111/jocn.12633
Exercise: a path to wellness during adjuvant chemotherapy for breast cancer?
Husebø, A., Allan, H., Karlsen, B., Soreide, J. and Bru, E. 2015. Exercise: a path to wellness during adjuvant chemotherapy for breast cancer? Cancer Nursing. 38 (5), pp. E13-E20. https://doi.org/10.1097/NCC.0000000000000205
Gatekeeping access to the midwifery unit: managing complaints by bending the rules
Allan, H., Odelius, A., Hunter, B., Bryan, K., Knibb, W. and Shawe, J. 2015. Gatekeeping access to the midwifery unit: managing complaints by bending the rules. Health. 19 (6), pp. 652-669. https://doi.org/10.1177/1363459314567791
English language skills requirements for internationally educated nurses working in the care industry: barriers to UK registration or institutionalised discrimination?
Allan, H. and Westwood, S. 2016. English language skills requirements for internationally educated nurses working in the care industry: barriers to UK registration or institutionalised discrimination? International Journal of Nursing Studies. 54, pp. 1-4. https://doi.org/10.1016/j.ijnurstu.2014.12.006
'Doing the writing' and 'working in parallel': How 'distal nursing' affects delegation and supervision in the emerging role of the newly qualified nurse
Johnson, M., Magnusson, C., Allan, H., Evans, K., Ball, E., Horton, K., Curtis, K. and Westwood, S. 2015. 'Doing the writing' and 'working in parallel': How 'distal nursing' affects delegation and supervision in the emerging role of the newly qualified nurse. Nurse Education Today. 35 (2), pp. e29-e33. https://doi.org/10.1016/j.nedt.2014.11.020
Developing a robust tool: Advancing the multiple mini interview in pre-registration student midwife selection in a UK setting
Callwood, A., Cooke, D. and Allan, H. 2014. Developing a robust tool: Advancing the multiple mini interview in pre-registration student midwife selection in a UK setting. Nurse Education Today. 34 (12), pp. 1450-1454. https://doi.org/10.1016/j.nedt.2014.04.023
People, liminal spaces and experience: Understanding recontextualisation of knowledge for newly qualified nurses
Allan, H., Magnusson, C., Horton, K., Evans, K., Ball, E., Curtis, K. and Johnson, M. 2015. People, liminal spaces and experience: Understanding recontextualisation of knowledge for newly qualified nurses. Nurse Education Today. 35 (2), pp. e78-e83. https://doi.org/10.1016/j.nedt.2014.10.018