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 (Forthcoming)
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 (2016) Managing patients’ expectations in telephone complaints (Forthcoming). In: van de Mieroop D, Schnurr S (ed.). Identity Struggles: Evidence from Workplaces around the World, Amsterdam/NY: John Benjamins.
Keywords: complaints
affiliation
CA
telephone conversations
NHS
Issue Date: 2016
Publisher: John Benjamins
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: The publisher has not yet responded to our queries therefore this work cannot be made publicly available in this Repository. Please use the Request a Copy feature at the foot of the Repository record to request a copy directly from the author. You can only request a copy if you wish to use this work for your own research or private study.
Type: Part of book or chapter of book
URI: http://hdl.handle.net/1893/23873
Affiliation: English Studies
Al Ain University of Science and Technology

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