An interactional approach to complaints handling in HSC Trusts V1
Research type
Research Study
Full title
An interactional approach to complaints handling in Health & Social Care Trusts
IRAS ID
224383
Contact name
Carol Stitt-Ritchie
Contact email
Sponsor organisation
TBC - Ulster University
Duration of Study in the UK
3 years, 0 months, 0 days
Research summary
An interactional approach to complaints handling in Health & Social Care Trusts:
The aim of this study is to develop an understanding of the variation in practices of complaining and complaints handling, and their implications for the patient experience. A pilot study into this setting in a Scottish Trust exemplifies the nature of findings and highlights the necessity for further research, which we would like to conduct in NI Trusts.Receiving a complaint call is relatively ‘routine’ for complaints handlers (CH), however for the patient making the complaint it is a unique and challenging experience. The roles and goals of CH differ from those of the patient, which can complicate the interaction in progress. CH are constrained by their role as members of the institution being complained about, making their task an intricate and delicate one. Conversely, patients should feel satisfied that they have had the opportunity to provide all necessary information about the nature of their complaint in order for it to be investigated further; and that they are confident that their complaint is being taken seriously, and treated with appropriate empathy and concern. Thus, when patients’ expectations are not met this can result in escalation of the complaint.
In attempting to address this, our interactional study will analyse recordings of ad hoc telephone calls made by willing participating patients, to Trust complaints handlers. Verbal consent will be taken from all patients agreeing to participate. Audio recordings of calls will be transcribed in micro-detail, anonymised with all identifiers removed and pseudonyms applied. We will then micro-analyse the talk using an interactional approach called Conversation Analysis (CA) to examine the turn by turn consequences of complaining discourse.
We feel that research into complaining in the healthcare setting will reveal some valuable insights, benefitting future CH training and patient support services.
REC name
London - Surrey Research Ethics Committee
REC reference
17/LO/1610
Date of REC Opinion
10 Oct 2017
REC opinion
Further Information Favourable Opinion