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Complaints against nurses: a reflection of 'the new managerialism' and consumerism in health care?

Author

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  • Beardwood, Barbara
  • Walters, Vivienne
  • Eyles, John
  • French, Susan

Abstract

This paper discusses the effects of restructuring on nursing as a profession through an examination of the issue of complaints in Ontario. It argues that new managerialist techniques and associated changes in the nature of work are reducing the autonomy of nurses and making it difficult for them to meet the standards of their profession. Simultaneously, the Ontario government has increased the power of the public in the disciplinary process and the College of Nurses of Ontario is encouraging patients to register their complaints. The growth of consumerism in health care, coupled with the disciplinary process, individualizes complaints and deemphasizes their relationship to restructuring. Moreover, in response to the increasing number of complaints - complaints which more often come from the public - nursing organizations have encouraged the legalization of the disciplinary process, thus fostering the individualization of the issues.

Suggested Citation

  • Beardwood, Barbara & Walters, Vivienne & Eyles, John & French, Susan, 1999. "Complaints against nurses: a reflection of 'the new managerialism' and consumerism in health care?," Social Science & Medicine, Elsevier, vol. 48(3), pages 363-374, February.
    • Handle: RePEc:eee:socmed:v:48:y:1999:i:3:p:363-374
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    Cited by:

    1. Bomhoff, Manja & Friele, Roland, 2017. "Complaints in long-term care facilities for older persons: Why residents do not give ‘free advice’," Health Policy, Elsevier, vol. 121(1), pages 75-81.
    2. Bromley, Elizabeth, 2012. "Building patient-centeredness: Hospital design as an interpretive act," Social Science & Medicine, Elsevier, vol. 75(6), pages 1057-1066.

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