Abstract
The current study examined the role of personality factors (particularly psychopathy) in the use of the NHS complaints procedure in forensic in-patients as there appears to be little literature in this field. Forty-six complainants were identified from the computerised information systems at a 60-bedded medium secure unit between April 1996 and April 2000. Scores on the Psychopathy Checklist:Screening Version (PCL:SV) in this sample were compared with a matched sample of 46 in-patients, who had not made a complaint (formal or informal) during the study period. Among the complainants few complaints were upheld. Complainants had significantly higher PCL:SV scores and higher incident rates than non-complainants. Key items on the PCL:SV that distinguished complainants from non-complainants were “grandiosity” and “does not accept responsibility”. Patient factors particularly psychopathic traits may be a much more important factor in the use of the complaints procedure in in-patient psychiatric settings than was initially envisaged. Complaints investigators need to be more aware of the influence of personality factors in patient satisfaction with care.
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