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

Eid, Yasser

Abstract

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.

Citation

Eid, Y. The role of trust in relation to how quality in mental health services is perceived : a critical systems thinking approach. (Thesis). University of Hull. https://hull-repository.worktribe.com/output/4209288

• Thesis Type: Thesis
• Deposit Date: Aug 15, 2011
• Publicly Available Date: Feb 22, 2023
• Keywords: Business; Management systems
• Public URL: https://hull-repository.worktribe.com/output/4209288
• Additional Information: The Business School, The University of Hull
• Award Date: Apr 28, 2010