Posted on: 20 May 2026
Last October, Brent CMHT and inpatient services launched a quality improvement (QI) project to improve how quickly complaints are responded to and how satisfied people are with those responses. They found that the standard 25-day response time didn’t always suit the nature of the complaint. By speaking with carers or family members early and tailoring responses, they’ve started to see better outcomes.
Eshan, an Expert by Experience service user*, said:
“I’ve been involved with CNWL for a couple of years and recently supported the complaints responsiveness QI project in Brent. The aim is to improve how quickly complaints are handled."
Although we’re still putting changes in place, it’s been great to see early progress. I value being able to use my lived experience to shape the questions we ask and influence key actions. It’s been important to make sure all voices are heard, and the team has been very open to feedback.”
While many examples of good practice exist, carers’ experiences also highlighted the need for:
- Clear, consistent communication
- Greater empathy and active listening
- Inclusion in care decisions
- Transparent and accessible complaints processes
Veronica Expert by experience carer, said:
“I've been involved in the ‘Complaints Responsiveness’ QI project in Brent as the Expert by Experience carer. I strongly believe that QI projects are an effective way to improve working practices, and this project clearly demonstrated the team’s dedication to creating meaningful change.
I contributed to interviews with both staff and carers, and the insights gathered have helped shape positive changes in the way complaints are managed, while also supporting staff wellbeing. It has been encouraging to see collaborative working lead to improvements for both carers, and staff alike”
To improve the process, the team used QI methods, including a fishbone analysis based on feedback from staff, patients and carers. This helped them focus on:
- Reducing the need for response extensions
- Streamlining the complaints process.
They now agree a clear and appropriate response timeline with the person raising the complaint and are more transparent about the process.
Alongside this, the service has been running a local masterclass to build staff confidence in speaking with carers. They focus on carer confident conversations, giving colleagues guidance on confidentiality, consent and capacity. Six cohorts have completed the three-day programme, with carers joining the final day to support discussions.
Kathy McElroy, Local Resolution and Quality Improvement Lead, said:
“We’re all carers in our own lives, and it helps to think about how important it is to keep families and friends informed-- especially during complaints.”
The masterclass programme is immersive and has included role play to help staff practise responding to different scenarios. As part of the QI work there is plan in place to tailor a day programme specifically to build confidence in how we respond initially when concerns or complaints arise”