Analysis of public health nurse management skills regarding neighbors' complaint about mentally ill people who live in the community

(Backgrounds) Further urbanization and poor interpersonal relationship would cause residents to complain about their neighbors' behavior, especially about the behavior of the mentally ill people (MIP). Some public health nurses (PHNs) actually work on complaints management. However, this skill was not fully discussed. The purpose of this study was to investigate the rate of incidence of the neighbors' complaints about MIP, and to clarify how PHNs manage such complaints.

(Methods) The researcher analysed 1,593 mental health counselling records from April 1st 2007 to July 31st 2012, filed in a community health center in Tokyo, Japan. The researcher explained the aims and methods of this study to the participants both orally and in writing, with their respective consent. All data were kept in strict confidence. The study protocol was approved by the administrator of the community health center.

(Results) Out of 1,593 records, 81 contained descriptions of the neighbors' complaints about MIP. Incidence rate was 5.1%. Thirty four PHNs (42.0%) actively listened to residents' complaints and advised them how to understand and respond to the MIP. Thirty nine PHNs (48.1%) visited to understand the MIP and their families' lives.

(Conclusions) This was the first study to clarify the incidence rate of the neighbors' complaints about MIP. In response to residents' complaints, PHNs tried to make them understand the situation of MIP and why the MIP should not suffer social exclusion.