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

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.