I have recently published a PhD thesis, which would be a useful resource
for Health related libraries.
The title is:
"NHS Complaints Managers: A Study of the Conflicts and Tensions in their
role."
The thesis is a groundbreaking study of the conflicts and tensions in the
role of NHS complaints managers. It argues that complaints managers in
the NHS are faced with a fundamental contradiction: they are employees of
the NHS (the complained about organisation), yet they are expected to
impartially oversee a complaint about it; they are caught between their
loyalty to the organisation and their duty to the public. Additionally,
the study demonstrates that individual complaints managers respond and
react very differently to these inherent conflicts in their role.
For those interested in reading a sample, it is
available in E book format from Dissertation.com:
http://www.dissertation.com/book.php?method=ISBN&book=1581122683
Author: Clare Xanthos
Publication date: March 2005
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