Reflecting on action research exploring informal complaints management by nurses and midwives in an NHS trust: Transformation or maintaining the status quo?

摘要

Background: Little is known about how nurses and midwives manage informal complaints at ward level or if effective communication at this level can improve service delivery and reduce the number of formal complaints in NHS trusts in the UK. Aims and objectives: Working in partnership with a local NHS trust, the RESPONSE project uses action research methodology to explore the role of communication in the management of informal complaints in the trust. The aim of the project is to develop a guide for best practice. This paper presents a critical reflection informed by transformative learning theory on the use of action research methodology in this context.