Conflicting Obligations: Role Conflict among Health Care Complaints Managers

Widersprüchliche Verpflichtungen: Rollenkonflikte im Beschwerdenmanagement des britischen Gesundheitswesens

This article draws on selected findings from a study which explored the conflicts and tensions inherent in the role of UK National Health Service (NHS) complaints managers. It is argued that balancing loyalties to the complained about health service organisation against the needs of complainants leads to an inherent contradiction in the role of the complaints manager. This proposition is supported…

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Kreatur

Xanthos, Clare

Zadeva

Sociology & anthropology
Social sciences, sociology, anthropology
health care complaints; National Health Service (NHS); NHS complaints; NHS complaints procedure; NHS complaints managers; role conflict; Beschwerden im Gesundheitswesen; National Health Service (NHS); NHS-Umgang mit Beschwerden; NHS-Beschwerdenmanagement; Rollenkonflikt; quejas al centro de salud; Servicio Nacional de Salud (NHS); quejas al NHS; procedimiento de quejas al NHS; directivos que atienden quejas en la NHS; conflicto de rol;
Health Policy
Methods and Techniques of Data Collection and Data Analysis, Statistical Methods, Computer Methods
Research Design
Medical Sociology
legislation
salaried employee
role
…