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    This article has been cited by the following publications. This list is generated based on data provided by CrossRef.

    Beaupert, Fleur Carney, Terry Chiarella, Mary Satchell, Claudette Walton, Merrilyn Bennett, Belinda and Kelly, Patrick 2014. Regulating healthcare complaints: a literature review. International Journal of Health Care Quality Assurance, Vol. 27, Issue. 6, p. 505.


    Hoffman, Steven J. and Sossin, Lorne 2012. Empirically evaluating the impact of adjudicative tribunals in the health sector: context, challenges and opportunities. Health Economics, Policy and Law, Vol. 7, Issue. 02, p. 147.


    Lykke Hindhede, Anette 2011. Health care policies and resisting consumers in a prototypical welfare state. Journal of Health Organization and Management, Vol. 25, Issue. 5, p. 549.


    Brown, Patrick Calnan, Michael Scrivener, Amanda and Szmukler, George 2009. Trust in Mental Health Services: A neglected concept. Journal of Mental Health, Vol. 18, Issue. 5, p. 449.


    Brown, Patrick R. 2009. The phenomenology of trust: A Schutzian analysis of the social construction of knowledge by gynae-oncology patients. Health, Risk & Society, Vol. 11, Issue. 5, p. 391.


    Greener, Ian 2009. Towards a history of choice in UK health policy. Sociology of Health & Illness, Vol. 31, Issue. 3, p. 309.


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Withering the Citizen, Managing the Consumer: Complaints in Healthcare Settings

  • Judith Allsop (a1) and Kathryn Jones (a2)
  • DOI: http://dx.doi.org/10.1017/S1474746407004186
  • Published online: 01 April 2008
Abstract

This paper considers concepts of citizenship and consumerism in light of complaints about healthcare, which have risen since the early1990s, due to a greater willingness by the healthcare user to complain, and also the reforms in complaint systems. The narrow legal model for dealing with complaints has been replaced by a managerial model based on corporate sector practice that views complaint handling as a way of retaining customers and organisational learning. The managerial model has proved difficult to embed into the English NHS and has been superposed with a centralised regulatory system that aims to manage performance while also being responsible for reviewing, complaints and being responsive to complainants. It is argued that this may have positive consequences in terms of improving healthcare quality but more negatively, the promotion of consumerism within complaints processes has led to a loss of the right to due process and public accountability.

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S. Abbot , J. Meyer , J. Bentley and J. Lanceley (2006), ‘Patient advice and liaison services: strengthening the voice of the service user in health-care’, Health Expectations, 9, 2, 138147.

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J. Allsop (2006), ‘Regaining trust in medicine: professional strategies’, Current Sociology, 54, 4, 621636.

J. Allsop , K. Jones and R. Baggott (2004), ‘Health consumer groups: a new social movement?’, Sociology of Health and Illness, 26, 6, 737756.

G. Bevan and C. Hood (2006), ‘What's measured is what matters: targets and gaming in the English public health care system’, Public Administration, 84, 3, 517538.

W.L.F. Felstiner , R.L. Abel and A. Sarat (1980–1), ‘The emergence and transformation of disputes: naming, blaming, claiming’, Law and Society Review, 15, 34, 631654.

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L. Mulcahy and J. Tritter (1998), ‘Pathways, pyramids and icebergs? Mapping the links between dissatisfaction and complaints’, Sociology of Health and Illness, 20, 6, 825847.

P. Taylor-Gooby and C. Hastie (2003), ‘Dissatisfaction with the NHS: too few resources or the ‘New Consumerism?’, Political Quarterly, 74, 2, 233240.

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Social Policy and Society
  • ISSN: 1474-7464
  • EISSN: 1475-3073
  • URL: /core/journals/social-policy-and-society
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