Iddo Gal|Israel Doron
Informal complaints on health services: hidden patterns, hidden potentials
University of Haifa|University of Haifa
examine prevalence informal complaints health services among clients health maintenance organizations explore demographic correlates complaints potentially important source information regarding quality healthcareprimary data collected phone survey nationwide random sample 1500 persons aged 21 israelabout 25 respondents reported cause complain 95 actually complained 75 complainants submitted grievances informally local level minority 17 appealed official bodies established law minority groups recent immigrants significantly lower rates reasons complain actual complaintssuggestions made outreach efforts socially vulnerable groups developing organizational mechanisms capturing using future complaints submitted informally frontline employees bulk complaints research needed regarding factors affecting customers complaining noncomplaining behavior including factors specifically affect behavior minority groups