RUH giving the complaints process a ‘Unique Voice’

Many of you will know we predominately work with young people, but lately we are helping a wide range of organisations, local authorities and companies develop creative projects that aim to solve challenges.

One of the many projects we embarked on a creative journey with was “See it My Way” where we joined forces with The Royal United Hospital, using an innovative  approach to improving the complaints process at the Trust.

Drawing upon the personal, real-life experiences of staff and patients who have been through the complaints process, we worked in conjunction with managers at the Trust to produce an original drama which, last Friday, was performed to over 200 staff and families. The performance was designed to give staff the opportunity to understand important issues from patients’ and carers’ perspectives identifying potential difficulties within a complaint story. This work is part of a wider initiative to improve the way complaints are handled at the RUH and we couldn’t of been prouder with the outcome.

“We felt enormously privileged to be part of this and even more thrilled to report the performances were attended by over 200 people. We are pleased to report the feedback was outstanding with many attendees moved by the story and inspired to make change. Thank you so much to our wonderful team for treating this piece so sensitively and for some incredible and memorable performances”

Krystal Keeley at Unique Voice 

“The actors from Unique Voice managed to convey a wide range of issues and elicit a number of responses from the audience. The strongest impression I was left with, though, was how neither the complainant nor the member of staff made any real progress until, out of sheer frustration, they stopped the transactional conversation (appointment times, response in a number of days etc.,) and instead talked to each as human beings with real concerns. Especially when the hospital is so busy, we have to hang on to the fact that we are treating and caring for our neighbours at a time which, by its very nature, leaves them feeling vulnerable. Whilst it is easy, through the dramatic presentation, to focus on the issues from a patient or complainant’s perspective, the actors also reminded us that staff have fears and worries and can be upset by the very nature of our work. We need to remember to look out for each other too” 

Dr Tim Craft, Director of Medicine



Listen to coverage from “See it My Way” on  BBC Radio Bristol (54 Minutes in)

Any Questions?

Find out how we can write drama performances and programmes to tackle a challenge or raise awareness of a certain subject at your organisation. Contact us