...Silvia Sbaraini; John Carpenter Reports on a survey of 222 mental health service users in two health service trusts, which provides evidence to support and elaborate Wood’s analysis of barriers to effective complaints procedures. Identifies key confounding factors such as: lack of awareness...

...Daphne Wood Complaint procedures are meant to provide an effective safeguard for users of services, but they do not always work well. Applies an analysis of three views of power to complaint procedures in mental health services. Identifies three factors which might affect the effectiveness...