Withering the Citizen, Managing the Consumer: Complaints in Healthcare Settings
Withering the Citizen, Managing the Consumer: Complaints in Healthcare Settings
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DOI：
10.1017/s1474746407004186
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发表时间：
2008-04-01
影响因子：
1.5
通讯作者：
Jones, Kathryn
中科院分区：
文献类型：
--
作者：
Allsop, Judith;Jones, Kathryn
本文考虑了公民和消费主义的概念，鉴于医疗保健的投诉，自20世纪90年代初以来，由于医疗保健用户更愿意投诉，以及投诉制度的改革，这些投诉已经上升。处理投诉的狭隘法律模式已被一种基于企业部门实践的管理模式所取代，这种模式将处理投诉视为留住客户和组织学习的一种方式。事实证明，这种管理模式很难融入英国国民保健服务体系（NHS），并与一个旨在管理绩效、同时负责审查、投诉和回应投诉的集中监管体系相叠加。有人认为，这可能对提高医疗保健质量产生积极影响，但更消极的是，在投诉程序中提倡消费主义导致丧失正当程序和公共问责制的权利。
This paper considers concepts of citizenship and consumerism in light of complaints about healthcare, which have risen since the early 1990s, 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 The narrow legal model for dealing with complaints has been replaced by a managerial model based on corporate sector practice that views complaint handling as away of retaining customers and organisational learning.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 with in complaints processes has led to a loss of the right to due process and public accountability.