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Voice and choice in health care in England: Understanding citizen responses to dissatisfaction

Dowding, Keith; John, Peter

Description

Using data from a five-year online survey the paper examines the effects of relative satisfaction with health services on individuals' voice-and-choice activity in the English public health care system. Voice is considered in three parts - individual voice (complaints), collective voice voting and participation (collective action). Exercising choice is seen in terms of complete exit (not using health care), internal exit (choosing another public service provider) and private exit (using private...[Show more]

dc.contributor.authorDowding, Keith
dc.contributor.authorJohn, Peter
dc.date.accessioned2015-12-10T23:36:52Z
dc.date.available2015-12-10T23:36:52Z
dc.identifier.issn0033-3298
dc.identifier.urihttp://hdl.handle.net/1885/70316
dc.description.abstractUsing data from a five-year online survey the paper examines the effects of relative satisfaction with health services on individuals' voice-and-choice activity in the English public health care system. Voice is considered in three parts - individual voice (complaints), collective voice voting and participation (collective action). Exercising choice is seen in terms of complete exit (not using health care), internal exit (choosing another public service provider) and private exit (using private health care). The interaction of satisfaction and forms of voice and choice are analysed over time. Both voice and choice are correlated with dissatisfaction with those who are unhappy with the NHS more likely to privately voice and to plan to take up private health care. Those unable to choose private provision are likely to use private voice. These factors are not affected by items associated with social capital - indeed, being more trusting leads to lower voice activity.
dc.publisherBlackwell Publishing Ltd
dc.sourcePublic Administration
dc.subjectKeywords: health care; health services; health survey; private sector; public health; social capital; article; consumer; decision making; economics; ethnology; health service; history; legal aspect; public health; public opinion; United Kingdom; Choice Behavior; Co
dc.titleVoice and choice in health care in England: Understanding citizen responses to dissatisfaction
dc.typeJournal article
local.description.notesImported from ARIES
local.identifier.citationvolume89
dc.date.issued2011
local.identifier.absfor160609 - Political Theory and Political Philosophy
local.identifier.ariespublicationf2965xPUB2287
local.type.statusPublished Version
local.contributor.affiliationDowding, Keith, College of Arts and Social Sciences, ANU
local.contributor.affiliationJohn, Peter, University College London
local.bibliographicCitation.issue4
local.bibliographicCitation.startpage1403
local.bibliographicCitation.lastpage1418
local.identifier.doi10.1111/j.1467-9299.2011.01960.x
local.identifier.absseo940204 - Public Services Policy Advice and Analysis
dc.date.updated2016-02-24T08:24:24Z
local.identifier.scopusID2-s2.0-84155164734
local.identifier.thomsonID000298594800011
CollectionsANU Research Publications

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