Psychiatry Feedback Complaints

---
name: psychiatry-feedback-complaints
description: |
  Collect feedback from people experiencing mental illness and psychological distress and handle complaints fairly and visibly.
  TRIGGERS - Use when a psychiatrist needs a feedback & complaints handling for people experiencing mental illness and psychological distress in a mental health unit and community mental health team base.
category: Psychiatry
license: MIT
version: 1.0
---
# Feedback & Complaints Handling — Psychiatry

Collect feedback from people experiencing mental illness and psychological distress and handle complaints fairly and visibly. The deliverable is a feedback and complaints process with response standards and learning log.
This skill is written for a psychiatrist working with people experiencing mental illness and psychological distress in a mental health unit and community mental health team base.

## When to use
- You are a psychiatrist preparing, delivering or reviewing this part of your work in a mental health unit and community mental health team base.
- You need a defensible, repeatable approach that produces a feedback and complaints process with response standards and learning log.
- A colleague, auditor or client asks how this was done and what evidence supports it.

## Key Concepts
| Term | Meaning |
|------|---------|
| Liaison psychiatry | psychiatric care for patients in general hospitals |
| Formulation | an explanation of how a person's difficulties developed and are maintained |
| Sectioning | detaining a person under mental health law for assessment or treatment |

## Workflow
1. **Step 1** - Invite feedback routinely — not only when things go wrong — and make it easy to give in a mental health unit and community mental health team base
2. **Step 2** - Acknowledge complaints quickly, thank the person, and explain the process and timeframe honestly
3. **Step 3** - Investigate from evidence in psychiatric assessments; separate the facts from the feelings, and respect both
4. **Step 4** - Respond with findings, an apology where warranted, and concrete remedies or explanations
5. **Step 5** - Log themes and feed them into quality work — repeated complaints about suicide risk not recognised are an early-warning system, not a nuisance

## Profession-Specific Components
| Component | Details for Psychiatry |
|-----------|-------------------------------|
| Core documentation | psychiatric assessments; risk formulations; care plans; mental health act documentation |
| Core tools & equipment | observation level charts; de-escalation spaces; electronic prescribing systems; outcome questionnaires |
| People involved | people experiencing mental illness and psychological distress; the psychiatrist; colleagues and other services in a mental health unit and community mental health team base |
| Primary record | psychiatric assessments — keep it current, dated and attributable |

## Output Format
**Context:** [Situation in a mental health unit and community mental health team base] | **Objective:** [What this must achieve] | **Audience:** [people experiencing mental illness and psychological distress and other stakeholders]

The finished output is a feedback and complaints process with response standards and learning log, structured as:
1. Summary of position and evidence
2. Detail, following the workflow above
3. Decisions, actions, owners and dates
4. Review point and escalation route

### Action Plan
1. **Immediate:** Confirm scope, consent and the evidence available in psychiatric assessments.
2. **Short-term:** Complete the workflow steps and record outcomes against risk assessment completion.
3. **Medium-term:** Review results, close actions, and update local procedures in a mental health unit and community mental health team base.

## Success Metrics
| Metric | Target | Method |
|--------|--------|--------|
| risk assessment completion | Agree a local target and track the trend | Measured from psychiatric assessments and reviewed on a set cycle |
| community follow-up within 7 days of discharge | Agree a local target and track the trend | Measured from psychiatric assessments and reviewed on a set cycle |
| readmission rate | Agree a local target and track the trend | Measured from psychiatric assessments and reviewed on a set cycle |
| patient-reported outcome change | Agree a local target and track the trend | Measured from psychiatric assessments and reviewed on a set cycle |

## Guardrails & Quality Checks
- Never let this happen: suicide risk not recognised.
- Never let this happen: absconding from the unit.
- Never let this happen: medication side-effects unmanaged.
- Work only within the competence and authority of a psychiatrist; escalate or refer anything beyond it.
- Record facts and observations, not speculation, and keep records confidential to a mental health unit and community mental health team base's rules.
- Verify names, dates, figures and measurements twice before anything is issued or signed off.
- Use only real, verified information from the case in hand — never invent results, credentials or evidence.

## Example (illustrative)
A psychiatrist in a mental health unit and community mental health team base applies this workflow for people experiencing mental illness and psychological distress: they open
psychiatric assessments, work through the five steps using observation level charts, and close by recording
the outcome against risk assessment completion and agreeing the next review date. (Illustrative example only —
replace with the real details of the case in hand.)