By the same authors

From the same journal

From the same journal

PROTESTING PATIENTS - A STUDY OF COMPLAINTS SUBMITTED TO A FAMILY HEALTH-SERVICE AUTHORITY

Research output: Contribution to journalArticlepeer-review

Standard

PROTESTING PATIENTS - A STUDY OF COMPLAINTS SUBMITTED TO A FAMILY HEALTH-SERVICE AUTHORITY. / NETTLETON, S ; HARDING, G .

In: Sociology of Health and Illness: A Journal of Medical Sociology, Vol. 16, No. 1, 01.1994, p. 38-61.

Research output: Contribution to journalArticlepeer-review

Harvard

NETTLETON, S & HARDING, G 1994, 'PROTESTING PATIENTS - A STUDY OF COMPLAINTS SUBMITTED TO A FAMILY HEALTH-SERVICE AUTHORITY', Sociology of Health and Illness: A Journal of Medical Sociology, vol. 16, no. 1, pp. 38-61.

APA

NETTLETON, S., & HARDING, G. (1994). PROTESTING PATIENTS - A STUDY OF COMPLAINTS SUBMITTED TO A FAMILY HEALTH-SERVICE AUTHORITY. Sociology of Health and Illness: A Journal of Medical Sociology, 16(1), 38-61.

Vancouver

NETTLETON S, HARDING G. PROTESTING PATIENTS - A STUDY OF COMPLAINTS SUBMITTED TO A FAMILY HEALTH-SERVICE AUTHORITY. Sociology of Health and Illness: A Journal of Medical Sociology. 1994 Jan;16(1):38-61.

Author

NETTLETON, S ; HARDING, G . / PROTESTING PATIENTS - A STUDY OF COMPLAINTS SUBMITTED TO A FAMILY HEALTH-SERVICE AUTHORITY. In: Sociology of Health and Illness: A Journal of Medical Sociology. 1994 ; Vol. 16, No. 1. pp. 38-61.

Bibtex - Download

@article{423339bc3d214b8cb2965a6dd51c2f82,
title = "PROTESTING PATIENTS - A STUDY OF COMPLAINTS SUBMITTED TO A FAMILY HEALTH-SERVICE AUTHORITY",
abstract = "The issue of complaints is a topical one. It is of interest to the Government who espouses a consumerist philosophy and to health care consumer groups who are keen to ensure that effective mechanisms for the redress of grievances are in place. The complaints machinery is currently being reviewed and debated by interested parties and the main suggestions for change are set out in this paper. It is suggested 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, through its emphasis on consumerism, has the paradoxical effect of reinforcing the control of managers. If complaints procedures are to be reformed it is paramount that we have an insight into what people complain about. To this end this paper presents an analysis of the letters of complaint submitted to one Family Health Service Authority in the early 1990s.",
keywords = "CARE, PROLETARIANIZATION, NHS",
author = "S NETTLETON and G HARDING",
year = "1994",
month = jan,
language = "English",
volume = "16",
pages = "38--61",
journal = "Sociology of Health and Illness",
issn = "0141-9889",
publisher = "Wiley-Blackwell",
number = "1",

}

RIS (suitable for import to EndNote) - Download

TY - JOUR

T1 - PROTESTING PATIENTS - A STUDY OF COMPLAINTS SUBMITTED TO A FAMILY HEALTH-SERVICE AUTHORITY

AU - NETTLETON, S

AU - HARDING, G

PY - 1994/1

Y1 - 1994/1

N2 - The issue of complaints is a topical one. It is of interest to the Government who espouses a consumerist philosophy and to health care consumer groups who are keen to ensure that effective mechanisms for the redress of grievances are in place. The complaints machinery is currently being reviewed and debated by interested parties and the main suggestions for change are set out in this paper. It is suggested 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, through its emphasis on consumerism, has the paradoxical effect of reinforcing the control of managers. If complaints procedures are to be reformed it is paramount that we have an insight into what people complain about. To this end this paper presents an analysis of the letters of complaint submitted to one Family Health Service Authority in the early 1990s.

AB - The issue of complaints is a topical one. It is of interest to the Government who espouses a consumerist philosophy and to health care consumer groups who are keen to ensure that effective mechanisms for the redress of grievances are in place. The complaints machinery is currently being reviewed and debated by interested parties and the main suggestions for change are set out in this paper. It is suggested 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, through its emphasis on consumerism, has the paradoxical effect of reinforcing the control of managers. If complaints procedures are to be reformed it is paramount that we have an insight into what people complain about. To this end this paper presents an analysis of the letters of complaint submitted to one Family Health Service Authority in the early 1990s.

KW - CARE

KW - PROLETARIANIZATION

KW - NHS

M3 - Article

VL - 16

SP - 38

EP - 61

JO - Sociology of Health and Illness

JF - Sociology of Health and Illness

SN - 0141-9889

IS - 1

ER -