Managers as Third‐Party Dispute Handlers in Complaints about Hospitals
Bibliographic Data
| ID | 6089775 |
|---|---|
| Authors | Linda Mulcahy (0000-0001-5461-0996, London School of Economics and Political Science), Sally Lloyd‐bostock (Health and Safety Executive) |
| Year | 1994 |
| Volume | 16 |
| Issue | 2 |
| Pages | 185-208 |
| Publication date | 1994-04-01 |
| Peer Reviewed | Yes |
| Open Access | Yes |
| Type | ARTICLE |
| Venue | Law & Policy (JOURNAL) |
| Journal identifiers | ISSN: 0265-8240 • E-ISSN: 1467-9930 |
| Publisher | Wiley (PUBLISHER • GB) |
| DOI | 10.1111/j.1467-9930.1994.tb00122.x |
| OpenAlex | W2095071484 |
| Language | EN |
| Citations received | 7 |
| References cited | 14 |
Drawing on a study of 399 hospital complaints entering the National Health Service's formal complaints procedure and twenty‐five interviews with managers who deal with complaints, this paper reviews the nature of the roles played by the managers. Emphasis is placed on the variety of roles they adopt according to the nature of the complaint made, the person complained about, and the implications of the allegations. The managers, viewed as important legal actors in the management of disputes, are also representatives of the organization being complained about. The implications of this are explored in the context of their claims to be able to adopt independent or impartial third‐party dispute resolution roles
Alternative dispute resolution · Business · Complaint · Context (archaeology · Dispute resolution · Internet privacy · Political science · Public relations · Service (business · Third party · Variety (cybernetics · Law · Medical Malpractice and Liability Issues · Marketing
The Faces of Justice and State Authority
Against Settlement
Complaints procedures and their limitations in the light of the “Pindown” inquiry
No Access to Law
Consumer Complaints in Public Sector Services
Tribunals and Inquiries
Corporate Ombudsman and Organization Conflict Resolution
The Social Psychology of Making and Responding to Hospital Complaints
The Emergence and Transformation of Disputes
Grievances, Claims, and Disputes
| Unique citing works | 7 |
|---|---|
| Citations per year | 0,22 |
| Citation span | 1994 - 2026 (33) |
| Citation velocity | current |
| Highly cited | No |
| Citation types | Neutral: 6 |