Please use this identifier to cite or link to this item: http://hdl.handle.net/1893/23873
Appears in Collections:Literature and Languages Book Chapters and Sections
Title: Managing patients’ expectations in telephone complaints
Authors: Benwell, Bethan
McCreaddie, May
Contact Email: b.m.benwell@stir.ac.uk
Editors: Van, De Mieroop D
Schnurr, S
Citation: Benwell B & McCreaddie M (2017) Managing patients’ expectations in telephone complaints. In: Van De Mieroop D, Schnurr S (ed.). Identity Struggles: Evidence from Workplaces around the World. Discourse Approaches to Politics, Society and Culture, 69, Amsterdam/New York: John Benjamins, pp. 243-262.
Keywords: complaints
affiliation
CA
telephone conversations
NHS
Issue Date: Apr-2017
Series/Report no.: Discourse Approaches to Politics, Society and Culture, 69
Abstract: In this Conversation Analytical study we examine telephone complaints to the NHS which address a variety of issues raised by patients or their families. One area of ‘identity struggle’ for the patient caller is located in the difficult moral work that often needs to accompany the act of complaining. Complaints are an accountable activity, and legitimacy is ‘built into’ the complaint through a variety of means including invocations of the ‘right’ to complain, emotion discourse and constructions of the self as a ‘good’ or ‘reasonable’ patient. Similarly, identity conflicts arise for complaints handlers when the ideal forms of rapport involved in complaining sequences sometimes come into conflict with the institutionality of the event. It is hoped that a detailed and discursive exploration of this key stage of the patient experience will lead to productive observations about effective communicative strategies for addressing complaints in ways that successfully manage the patient’s expectations.
Rights: This book chapter is copyright John Benjamins. Please cite as: Benwell B & McCreaddie M (2017) Managing patients’ expectations in telephone complaints. In: Van De Mieroop D, Schnurr S (ed.). Identity Struggles: Evidence from Workplaces around the World. Discourse Approaches to Politics, Society and Culture, 69, Amsterdam/New York: John Benjamins, pp. 243-262. This chapter is available at: https://doi.org/10.1075/dapsac.69.13ben The publisher should be contacted for permission to re-use or reprint the material in any form.
URL: https://benjamins.com/#catalog/books/dapsac.69/main
DOI Link: http://dx.doi.org/10.1075/dapsac.69.13ben

Files in This Item:
File Description SizeFormat 
13 Benwell and McCreaddie_dvdm OK (revised).pdf616.02 kBAdobe PDFView/Open



This item is protected by original copyright



Items in the Repository are protected by copyright, with all rights reserved, unless otherwise indicated.

If you believe that any material held in STORRE infringes copyright, please contact library@stir.ac.uk providing details and we will remove the Work from public display in STORRE and investigate your claim.