1. Because they don't know they're not supposed to be treated the way they have been; they don't know that they've been abused. They may feel traumatized by their experiences, but don't realize that what happened to them was really WRONG.
   
   
2. Because they don't know that they CAN complain.
   
   
3. Because they don't know HOW to complain.
   
   
4. Because they're SCARED to complain.
   
   
5. Because they don't think there's any POINT complaining. Because they don't believe their complaints will change anything.
   
   
6. Because they feel OVERWHELMED by the idea of complaining. Because they don't want to put themselves through the STRESS of the complaints process.
   
   
7. Because they have been ACTIVELY DISCOURAGED from complaining because it might "make their illness worse".
   
   
8. Because their complaints are not BELIEVED. Psychiatrically labelled people often don't have much credibility. Complaints may be dismissed as "delusional". If a person with a serious mental illness says one thing and the mental health professional says another... who is believed?
   
   
9. Because they may start doubting THEMSELVES. Because they start believing the people who tell them their abuse didn't really happen. Because they start believing that they were delusional or hallucinating.
   
   
10. Because blatantly abusive treatment may be seen as a normal part of psychiatric "care". People with a serious mental illness may recognize it for what it is, but that doesn't mean that mental health professionals and legal people will.
    
    

TEN THINGS MENTAL HEALTH PROVIDERS CAN DO TO ENCOURAGE CONSUMERS TO VOICE THEIR CONCERNS, PREFERENCES OR COMPLAINTS

1. Listen
   
   
2. Try to understand
   
   
3. Don't interrupt
   
   
4. Don't react defensively (see # 3)
   
   
5. Identify what is (are) the central issue(s) . What does this mean to the consumer. Encourage them to continue to express their concerns, preferences, choices or complaints.
   
   
6. Educate consumers regarding their rights, how to express concerns, preferences and complaints, who to talk to, etc. Educate consumers on assertiveness, mediation and conflict resolution skills if they want to learn those things.
   
   
7. Try to protect consumers from recriminations or retailatory actions based on their expressing their concerns, preferences or complaints.
   
   
8. Educate other staff about consumer rights, empowerment, consumerism, preferences, choices, concerns, etc.
   
   
9. Remind providers and other staff that not only are consumers our customers but they are also human beings who have certain rights, including the right to voice their wishes and advocate for themselves.
   
   
10. Strive to have a consumer advocate who is or was a consumer to help mediate and resolve issues involving consumer concerns, preferences and complaints.