Counting for something in mental health services : effective user feedback

Introduction listening to the voices of experience. Part l Consumer feedback - what is useful and acceptable to users consumer surveys - an overview obtaining the customer's view using the CASPE patient satisfaction system user input into total quality management - the critical incident technique consumers and the QUARTZ system the inside quality assurance programme quality for people - working in partnership power, change and mediation as issues in quality assurance. Part 2 The user perspective on mental health services - its value and limitations.