Sbaraini S, Carpenter J
Tizard Centre, Beverley Farm, University of Kent, Canterbury, UK.
J Manag Med. 1996;10(6):36-41, 2. doi: 10.1108/02689239610153195.
Reports on a survey of 222 mental health service users in two health service trusts, which provides evidence to support and elaborate Wood's analysis of barriers to effective complaints procedures. Identifies key confounding factors such as: lack of awareness of the existence of procedures, the fears of service users about making a complaint, and the lack of awareness of rights and expectations of services. Notes key implications for managers including: the provision of accurate, comprehensive information to service users about complaints procedures, the need to recognize the many factors which inhibit service users from using procedures and the need to inform service users about their rights and services.
关于对两个医疗服务信托机构中222名心理健康服务使用者的调查的报告，该报告为支持和详细阐述伍德对有效投诉程序障碍的分析提供了证据。确定了关键的混杂因素，如：对程序存在缺乏认识、服务使用者对投诉的恐惧，以及对权利和服务期望的缺乏认识。指出了对管理人员的关键影响，包括：向服务使用者提供关于投诉程序的准确、全面信息，认识到许多阻碍服务使用者使用程序的因素的必要性，以及告知服务使用者其权利和服务的必要性。
