Information for Participants

All participants in the project have been invited at the start, or during their complaints journey. All participants must have provided their permission for their complaint to be recorded and to be used in teaching, but only with certain safeguards. Only the project team can use and play the recordings, so only for the purpose of preparing and delivering training to make the experience of complaining to the NHS better for patients and their families.

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  • Data Collection

    There are three stages of data collection which you may be involved with.

    • Initial encounters which are the first point of contact between the complainant and the trust or Patient Client Council.
    • Ongoing encounters are any future interactions between complainants and the trusts, these can be face-to-face meetings, telephone calls, or written correspondence.
    • Participants’ reflection of their experience will be collected from diaries that we ask the participants to complete, and post-complaint interviews that will offer the opportunity for people to evaluate their complaints experience.
  • Participant Anonymity

    All participants will be anonymised and impossible to identify.

    • Audio/video-recorded data will have names, dates, place names or any other identifying references removed, and voices changed.
    • Using data anonymisation software, anonymising video recordings can involve turning them into animations or the blurring of faces.
    • Data will be securely maintained so that it can be quickly located by the researcher, in the event of a participant requesting to withdraw from the study; or any other legal or ethical reason.
    • All transcripts will be stripped of identifiers, and pseudonyms (for example – with names, addresses), or replacements (for example – with dates) will be applied.
    • Any identifying details in the written communications (emails, letters) will be redacted.
  • Data Safety

    Data is securely recorded, and securely stored.

    • Unedited versions of the recordings will be encrypted and securely stored with only the core project team having access.
    • The recordings will be digitally edited to ensure anonymity. Only anonymised versions will remain. This will become the data that is worked on by the researchers.
    • At the end of study, all unedited data will be erased. No versions of the unedited, identifiable data will exist after this time.