Building in Dialogue Between Consumers and Staff in Acute Mental Health Services

Abstract

This paper describes the methodology, material, and findings from a participatory action research project conducted by an Australian consumer organization in collaboration with staff at a major public psychiatric hospital. The study aimed to establish a dialogue between consumers and staff, exploring how consumer feedback could be incorporated into the organizational structure and culture. The research focused on using systems thinking to address defensive routines and silences within the communication process between staff and consumers. The study’s findings suggest potential ways to improve staff-consumer communication in mental health services, promoting systems change and a more inclusive dialogue.