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Patients’ Complaints and Managers’ Responses as a Process of Institutional Interaction

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Boundaryless Hospital

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Abstract

This article is based on a study conducted in a Finnish hospital and the patients’ objections handled and managed inside the hospital. The aim of our study is to describe the nature of the objection process as an institutional interaction and give an outlook for the handling of dissatisfaction in the future. The data used consists of 229 objection documents and 93 replies to a survey directed at customers making objections. The method used is thematic content analysis. A written objection passing to the managerial level distances the actual event and the party involved from each other and prevents the immediate handling of issues. The administrative process does not distract the hospital staff from their actual work and ensures that customer data is transmitted directly to management level. In our study patients and relatives were willing to engage in more debate than the hospital staff could accommodate. Communication is not a guarantee that the information will be utilized in services, unless the value of the source of information is recognized. A change in the interaction framework from a “patient challenges and hospital defends” process to joint analysis by the parties involved requires a change in attitudes. Making the role of the customer more active and appreciating his or her contribution in a boundaryless hospital produces a more equitable relationship and partnership.

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Author information

Authors and Affiliations

  1. University of Tampere, Tampere, 33014, Finland

    Susanna Palomäki

  2. Tampere University Hospital, Tampere, 2000, 33521, Finland

    Anni Vanhala

Authors
  1. Susanna Palomäki
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  2. Anni Vanhala
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Correspondence to Susanna Palomäki .

Editor information

Editors and Affiliations

  1. HHL Leipzig Graduate School of Managemnt, Center for Advanced Studies in Managemnt, Leipzig, Germany

    Horst Albach

  2. HHL Leipzig Graduate School of Managemnt, Center for Advanced Studies in Managemnt, Leipzig, Germany

    Heribert Meffert

  3. Leipzig Graduate School of Mgmt, Center for Advanced Studies in Managemnt, Leipzig, Sachsen, Germany

    Andreas Pinkwart

  4. HHL Leipzig Graduate School of Managemnt, Center for Advanced Studies in Managemnt, Leipzig, Germany

    Ralf Reichwald

  5. HHL Leipzig Graduate School of Managemnt, Center for Health Care Managemnt & Regul, Leipzig, Germany

    Wilfried von Eiff

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Palomäki, S., Vanhala, A. (2016). Patients’ Complaints and Managers’ Responses as a Process of Institutional Interaction. In: Albach, H., Meffert, H., Pinkwart, A., Reichwald, R., von Eiff, W. (eds) Boundaryless Hospital. Springer, Berlin, Heidelberg. https://doi.org/10.1007/978-3-662-49012-9_18

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