S70: Complaints: compelling insights into service cultures and areas for service Improvement

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By September 16, 2018 No Comments

Authors: Lynne Coulson Barr

Year: 2018

Event: 2018 TheMHS Conference


Type of resource: Conference Presentations and Papers

Abstract: This presentation will discuss the work to date of the Victorian Mental Health Complaints Commissioner and outline the key themes stemming from complaints about public mental health services from consumers. It will discuss how the office has used complaints data to influence change in the Victorian Mental Health Service System. The presentation will provide detailed aggregated data on numbers and types of complaints which would be useful for service leaders in thinking about their own service improvement. It will provide insight into the importance of hearing consumers experiences at the service level and how this information can provide valuable information about the culture of the service. It will unpack how service leaders can work with people’s experiences in a more meaningful way to influence change within their own organisation, as well as highlight some of the barriers and pitfalls to effective use of lived experience stories in this context. In addition the presentation will include some personal reflections of the Deputy Commissioner who has moved from a position of a Clinical Service Director into this statutory oversight role.

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