Potgieter S, Muller M
Curationis. 1997 Sep;20(3):33-40.
A model for management of grievances in a nursing service is described, in terms of the guidelines for model generation, based on a qualitative, exploratory, descriptive and theory generating research strategy and design. Potgieter's (1992) research served as the conceptual framework for the description of a model case. The statements derived from this description was used as basis for the description of the model. The central concepts were identified, defined and classified. The model was implemented in practice and was evaluated by means of a retrospective case study. Guidelines for the implementation of the model were consequently described and the model was positively evaluated by a panel of experts. The testing of hypothesis is recommended to validate the model.
本文描述了一种护理服务中投诉管理的模型，该模型基于定性、探索性、描述性和理论生成性的研究策略与设计，依据模型生成指南构建。波特吉特（1992年）的研究作为模型案例描述的概念框架。从该描述中得出的陈述用作模型描述的基础。确定、定义并分类了核心概念。该模型在实践中得以实施，并通过回顾性案例研究进行评估。因此，描述了模型实施的指南，且该模型得到了专家小组的积极评价。建议通过假设检验来验证该模型。
