Journal ArticleDOI
Consumer complaints procedures in the British National Health Service.
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TLDR
It is concluded that oral and written complaints should be treated equally seriously and that the increasingly hierarchical administrative arrangements of the National Health Service will inhibit the free flow of complaints and suggestions.About:
This article is published in Social Science & Medicine.The article was published on 1974-08-01. It has received 17 citations till now. The article focuses on the topics: Community health & Service (business).read more
Citations
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Journal ArticleDOI
Theoretical and methodological issues in sociological studies of consumer satisfaction with medical care.
David Locker,David Dunt +1 more
TL;DR: Questions are made on questionnaire techniques and methods of scoring satisfaction which should improve the sensitivity and comprehensiveness of measures and the basis on which consumer's opinions are formulated requires detailed investigation so that expressions of satisfaction and dissatisfaction can be interpreted in the context of perceived needs for and expectations of care.
Journal ArticleDOI
Patient Groups and the Construction of the Patient-Consumer in Britain: An Historical Overview.
TL;DR: An historical overview of the changing meaning of the patient-consumer is presented, and specifically the role played by patient groups in constructing the patient as consumer is argued.
Journal ArticleDOI
The health service consumer: a sociological misconception
TL;DR: The nub of the argument is that the health service can better be seen as a process of continuing interaction between patient and health care professionals and workers than as an industry or other predominantly economic activity.
Journal ArticleDOI
Protesting patients: a study of complaints submitted to a Family Health Service Authority
Sarah Nettleton,Geoff Harding +1 more
TL;DR: An analysis of the letters of complaint submitted to one Family Health Service Authority in the early 1990s is presented, suggesting that the factors which impede reform are professional self regulation, which limits lay involvement in the assessment of matters complained about, and the new managerialism which has the paradoxical effect of reinforcing the control of managers.
Journal ArticleDOI
Toward a Method to Evaluate the Ombudsman Role
TL;DR: In this paper, the authors propose a series of empirical measures to evaluate the performance of the office of the ombudsman and its staff using basic data on complaints, and proceeds to illustrate some of them using such data in nine countries.
References
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Book
Psychiatric ideologies and institutions
TL;DR: This classic monograph in medical sociology was originally published in the 1960s and describes hospitals as sites where ideological battles characterizing the mental health arena are being fought, implemented, critiqued, modified, and transformed.
Journal ArticleDOI
Psychiatric Ideologies and Institutions
Gertrude Cherescavich,Anselm L. Strauss,Leonard Schatzman,Rue Bucher,Danuta Ehrlich,Melvin Sabshin +5 more
Book ChapterDOI
The communication of information about illness. Clinical, sociological, and methodological considerations.
Howard Waitzkin,John D. Stoeckle +1 more
Book
Communicating with the patient
TL;DR: For too long the bulk of the hard-working medical profession has not been adequately represented by State Councils as mentioned in this paper, and the delay in giving an answer by them could lead to death of patients.