2-Increasing engagement from key stakeholders
Findings from our study indicate that a service quality improvement telephone intervention comprised of different components targeting changes at different levels (service, professionals, and patients) requires engagement, commitment, and accountability of different key stakeholders, including service leads, team managers, practitioners, administrative personal, and other staff. Engagement from appropriate individuals could be improved by providing support from leads and using organisational incentives such as goal sharing awards or extrinsic incentives could prove beneficial to increase receptivity and increase engagement of individuals to use the intervention. It is anticipated that high levels of commitment and involvement of leads and managers with the implementation of each of the elements of a complex intervention could enhance the likelihood of a successful implementation. Due to the high turnover of staff in mental health services, it is important to develop strategies to immerse new staff in the awareness and implementation of the intervention, which could ensure sustainability of the intervention over time.