Redressing Grievances and Complaints Regarding Basic Service Delivery

Gauri,

doi:10.1016/j.worlddev.2012.05.027

Cited by 30 publications

(21 citation statements)

References 15 publications

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“…Raising awareness about, the options available, the ease of access to different options, the results that each option offers, the fairness of the process and the commitment to justice, should enhance citizens’ ability to complain [58]. …”

Section: Resultsmentioning

confidence: 99%

“…With regards to motivation , research shows that patients are more likely to express their complaints if they feel that justice will be done and an improvement in the quality of care will result from their complaint [2,58,63]. Communication with patients about actions taken is therefore especially important, as is involving patients in the complaints handling process itself.…”

Section: Resultsmentioning

confidence: 99%

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Key strategies to improve systems for managing patient complaints within health facilities – what can we learn from the existing literature?

Mirzoev

Kane

2018

Global Health Action

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Background: Information from patient complaints – a widely accepted measure of patient satisfaction with services – can inform improvements in service quality, and contribute towards overall health systems performance. While analyses of data from patient complaints received much emphasis, there is limited published literature on key interventions to improve complaint management systems. Objectives: The objectives are two-fold: first, to synthesise existing evidence and provide practical options to inform future policy and practice and, second, to identify key outstanding gaps in the existing literature to inform agenda for future research. Methods: We report results of review of the existing literature. Peer-reviewed published literature was searched in OVID Medline, OVID Global Health and PubMed. In addition, relevant citations from the reviewed articles were followed up, and we also report grey literature from the UK and the Netherlands. Results: Effective interventions can improve collection of complaints (e.g. establishing easy-to-use channels and raising patients’ awareness of these), analysis of complaint data (e.g. creating structures and spaces for analysis and learning from complaints data), and subsequent action (e.g. timely feedback to complainants and integrating learning from complaints into service quality improvement). No one single measure can be sufficient, and any intervention to improve patient complaint management system must include different components, which need to be feasible, effective, scalable, and sustainable within local context. Conclusions: Effective interventions to strengthen patient complaints systems need to be: comprehensive, integrated within existing systems, context-specific and cognizant of the information asymmetry and the unequal power relations between the key actors. Four gaps in the published literature represent an agenda for future research: limited understanding of contexts of effective interventions, absence of system-wide approaches, lack of evidence from low- and middle-income countries and absence of focused empirical assessments of behaviour of staff who manage patient complaints.

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Section: Resultsmentioning

confidence: 99%

Section: Resultsmentioning

confidence: 99%

Key strategies to improve systems for managing patient complaints within health facilities – what can we learn from the existing literature?

Mirzoev

Kane

2018

Global Health Action

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“…Curative care also poses a challenging combination of being both discretionary and transactionintensive. Discretion is unavoidable in difficult-to-specify services such as clinical practice and classroom teaching (Gauri, 2013).…”

Section: (I) Discretion Of Front-line Bureaucratsmentioning

confidence: 99%

The Politics of Public Services: A Service Characteristics Approach

Batley

Mcloughlin

2015

World Development

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Politics is widely regarded as affecting and being affected by the performance of public services, yet little research differentiates between services in exploring these effects. The article addresses this gap by proposing a framework for understanding and comparing the politics of different services. It identifies how the nature of the good, type of market failure, tasks involved in delivery, and demand for a service-hitherto regarded largely as economic and managerial concerns-affect political commitment, organizational control, and user power. Policy responses can be targeted to address service characteristics where they present opportunities or constraints to better services.

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“…This has to be done within the legal framework of an inquest, the primary object of which is to ascertain the cause of death and circumstances such as suicide, homicide, accident or natural diseases. Inquest helps to redress grievances of next of kin and allay guilt and anger which often accompany a death in the family [2,3]. FMP can obtain important information from relatives which can prevent unnecessary summons by the Inquirer of Sudden Deaths [4].…”

Section: Ceylon Medical Journal 2015; 60: 165mentioning

confidence: 99%

Ethical issues in discussing post mortem findings with relatives

Senanayake¹

2016

Ceylon Med. J.

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Traditionally, after the postmortem examination, Forensic Medicine Practitioner (FMP) explains the cause of death to the Inquirer in to Sudden Deaths (ISD) and to the relatives [1]. The FMP answers the questions of relatives and listen to their grievances. This has to be done within the legal framework of an inquest, the primary object of which is to ascertain the cause of death and circumstances such as suicide, homicide, accident or natural diseases. Inquest helps to redress grievances of next of kin and allay guilt and anger which often accompany a death in the family [2,3]. FMP can obtain important information from relatives which can prevent unnecessary summons by the Inquirer of Sudden Deaths [4].The responsibilities of the FMP include providing a detailed autopsy report, giving expert medico-legal opinion, alleviating unnecessary doubts about clinical management and advising the ISD about appropriate ways to address clinical, technical and administrative shortcomings. An inquest seeks to establish that ''all things that could have been done were done'' and to recommend ways of addressing any shortcomings. After the inquest if the case is referred for a judicial or health inquiry, confidential medical documents and medical evidence are used to identify shortcomings and the persons responsible. The FMP owes a duty to the deceased, relatives, community and the health staff. The principals of justice and non-maleficence should govern the ethical conduct of the FMP.We illustrate these points with the following case description. A 36 years old female developed burning epigastric pain on the 18th day after a normal vaginalThis is an open-access article distributed under the terms of the Creative Commons Attribution License, which permits unrestricted use, distribution, and reproduction in any medium, provided the original author and source are credited. delivery of her sixth baby. She was found dead on admission to the hospital. Autopsy showed bleeding around the left coronary artery and its branches with a collapsed lumen and a pale area in the left ventricular myocardium.After the autopsy the relatives were informed that the cause of death was a myocardial infarction due to coronary artery dissection. This was explained using simple nontechnical terms. The relatives raised two questions; what was the underlying cause for dissection and could she have been saved? After confirmation of findings by histology the relatives were told that the cause of death was spontaneous coronary artery dissection during puerperium and the death could not have been prevented. However use of family planning could have prevented a pregnancy. Relations were referred to a clinician to obtain further information regarding the medical aspects.

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Redressing Grievances and Complaints Regarding Basic Service Delivery

Cited by 30 publications

References 15 publications

Key strategies to improve systems for managing patient complaints within health facilities – what can we learn from the existing literature?

Key strategies to improve systems for managing patient complaints within health facilities – what can we learn from the existing literature?

The Politics of Public Services: A Service Characteristics Approach

Ethical issues in discussing post mortem findings with relatives

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