Between dissatisfaction and support

Justificatory repertoires in public feedback on emergency healthcare in the United Kingdom National Health Service

Dados Bibliográficos

ID6288972
AutoresEllen Stewart (0000-0003-3013-1477, University of Glasgow), Fadhila Mazanderani (0000-0002-3975-3283, University of Edinburgh), Francesca Vaghi (0000-0002-5415-0069, Western Norway University of Applied Sciences)
Ano2025
Páginas1-24
Data de publicação2025-02-10
Peer ReviewedSim
Open AccessSim
TipoARTICLE
PeriódicoJournal of European Public Policy (JOURNAL)
Identificadores do periódicoISSN: 1350-1763 • E-ISSN: 1466-4429
EditoraInforma UK Limited (PUBLISHER • GB)
DOI10.1080/13501763.2025.2462750
OpenAlexW4407318293
IdiomaEN
Citações recebidas1
Referências citadas42

Quantitative studies of public opinion on healthcare often distinguish between support for the system and satisfaction with its services. The relationship between these two dimensions can appear contradictory: in UK surveys strong support for the NHS co-exists with rising dissatisfaction with care quality. We investigate this apparent contradiction through a novel analysis of 169 critical reviews of emergency care visits in the UK submitted to the Care Opinion platform between 2015 and 2023. While reviews all describe instances of poor care, we identify the ‘justificatory repertoires’ through which reviewers express continued support for the NHS. We argue this reveals how societal attitudes towards public healthcare provision are in a recursive relationship with actual experiences of healthcare, and that the articulation of those experiences is deeply shaped by awareness of the broader political context. Analysis of patient narratives reveals complex relationships between solidarity and dissatisfaction in public opinion, and insights into policy feedback loops between healthcare provision, institutional design and public attitudes toward healthcare

Business · Health care · Knowledge management · Political science · Public health · Public healthcare · Public relations · Public service · Public support · Service (business · Computer Science · Emergency and Acute Care Studies · Healthcare Systems and Challenges · Homelessness and Social Issues · Law · Medicine · Nursing · Public Administration · Marketing