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The role of trust in relation to how quality in mental health services is perceived : a critical systems thinking approach

Eid, Yasser


Yasser Eid


Amanda (Amanda Jayne) Gregory

Jose Cordoba


This research explores the role of trust in relation to how the quality of care provided by the Humber Mental Health NHS Teaching Trust (HMHTT) is perceived by stakeholders.A Participatory Action Research Project (PAR) was carried out within an overarching framework of Critical Systems Thinking (CST), using a modified form of Soft Systems Methodology (SSM) (Checkland and Scholes, 1990; Checkland and Poulter, 2006) to structure the process of gathering information regarding perceptions of service quality, communication among stakeholders as individuals and groups, and trust in the system and thinking critically and creatively about the issues raised. Semi-structured, face-to-face interviews were conducted with 14 service users, 5 carers, 6 service providers, and 3 decision-makers, to build up a rich picture of the situation, and workshops were held to identify and model relevant systems and generate proposals for change.Root definitions and conceptual models were generated by service users and carers for two activity systems identified by them as priorities for attention: Communication and Carer Involvement, and forwarded to service providers for feedback. The issues raised were carried forward to the Trust's planning and budgeting agenda, and were disseminated more widely within the Trust, to inform subsequent action.The research contributes to theory on relational quality by providing rich data and conceptual models on the complex interrelationships between trust, communcation and perceived quality and points to the value of explicit incorporation of trust in CST theory and practice.


Eid, Y. (2010). The role of trust in relation to how quality in mental health services is perceived : a critical systems thinking approach. (Thesis). University of Hull. Retrieved from

Thesis Type Thesis
Deposit Date Aug 15, 2011
Publicly Available Date Feb 22, 2023
Keywords Business; Management systems
Public URL
Additional Information The Business School, The University of Hull
Award Date Apr 28, 2010


Thesis (3.8 Mb)

Copyright Statement
© 2010 Eid, Yasser. All rights reserved. No part of this publication may be reproduced without the written permission of the copyright holder.

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