The Social Psychology of Making and Responding to Hospital Complaints: An Account Model of Complaint Processes*

Drawing on a study of 399 hospital complaints entering the National Health Service formal complaints procedure, this paper analyzes the interaction between complainant and hospital as a social episode in which the hospital is called to account for violation of the complainant's normative expectations and makes its response. The non-instrumental and uncrystallized character of many complaints is emphasized. Letters of complaint and replies from the hospital were readily analyzed in terms of the proposed model, providing insights into the social psychology of complaining, the goals of complainants, and the elements of successful apologies. Factors correlating with complainants' satisfaction further support the model and confirm the importance of a socially appropriate response to complaints. The implications of the study are discussed both in relation to hospital complaints and in the context of the literature on disputing more broadly.     

BUREAUCRATIC POLITICS AND POLITICAL LEADERSHIP IN BRUSSELS

Political leadership offers an exceptionally important vehicle for democratic control in modem political systems. In national political systems this may be exercised by ministers. In the European Community the closest equivalent to a national minister is the commissioner. How well equipped are commissioners to exercise political leadership? This article examines the backgrounds and careers of all 76 commissioners, past and present, and argues that a ‘democratic deficit’ within the Commission is at least as important as the democratic deficit more conventionally associated with the demand for increased powers for the European Parliament.     

The Internationalization of Early Childhood Education and Care Issues: Framing Gender Justice and Child Well‐Being

This article investigates the extent to which early childhood education and care (ECEC) issues have been internationalized to become the focus of attention of a number of international organizations (IOs). Through an examination of policy statements and other primary documents, the article explores how these IOs frame the ECEC policy debate. While a great deal of those IOs' recommendations are increasingly cast in human capital development terms, multiple and competing frames are in evidence: one that rests on more social pedagogic norms that promote a concern for the well‐being of the “whole child”; another that focuses on children's rights to services and countries' obligations to deliver services; and another that focuses on parental employment concerns and the connection between ECEC policies and programs and women's employment. The article examines each of the frames in evidence and evaluates their ability to address concerns of both gender justice and child well‐being.     

THE PUBLIC SERVICE ORIENTATION: ISSUES AND DILEMMAS

The public service orientation sets service for the public as the key organizational value, providing motivation and purposes both for the local authority and its staff. This article describes the public service orientation before focusing on the major issues which this orientation raises. In particular, it examines service for, not to, the public; the ways in which the public service Orientation differs from consumerism; and the relationship to the political process. Finally, the article surveys the dilemmas posed by the public service orientation.     

Parental Leave and Gender Equality: Lessons from the European Union

abstract This article describes the development of European Union parental leave policy and its impact on mothers'and fathers'access to parental leave in the individual nations that make up the union. Cross-national variations in parental leave policy are described and analyzed. Although the 15 countries belonging to the EU in 2002 are concerned about helping working parents reconcile employment and family responsibilities, so far, only one—Sweden—has begun to develop a parental leave policy likely to facilitate men's and women's sharing of responsibility for breadwinning and child care.     

TACKLING HEALTH INEQUALITIES IN POST‐DEVOLUTION BRITAIN: DO TARGETS MATTER?

Since devolution in 1998, many aspects of public policy in Great Britain have diverged between England, Scotland and Wales, including how targets and performance assessment are used in the National Health Service and local government. Health inequality is an example where all three countries have recognized a need to act but approaches to performance assessment differ. Based on interviews with senior managers, the complexity of health inequality as an object of local intervention is explored and compared. Despite contrasting approaches to targets, local discourses in all three countries had significant similarities. Health inequality had to compete against a preoccupation with improving access to acute services generally and balancing budgets over the short term. There was a bias in the interventions described towards targeting health behaviours, but with limited use of evidence about efficacy, and indications that measuring progress with reducing health inequalities was starting to lead to an emphasis on ‘quick wins' from pharmacological interventions.     

The effects of populism as a social identity frame on persuasion and mobilisation: Evidence from a 15-country experiment

This article investigates the impact of populist messages on issue agreement and readiness for action in 15 countries (N = 7,286). Specifically, populist communicators rely on persuasive strategies by which social group cues become more salient and affect people's judgment of and political engagement with political issues. This strategy is called ‘populist identity framing’ because the ordinary people as the in-group is portrayed as being threatened by various out-groups. By blaming political elites for societal or economic problems harming ordinary people, populist communicators engage in anti-elitist identity framing. Another strategy is to blame immigrants for social problems – that is, exclusionist identity framing. Finally, right-wing political actors combine both cues and depict an even more threatening situation of the ordinary people as the in-group. Based on social identity theory, an experimental study in 15 European countries shows that most notably the anti-elitist identity frame has the potential to persuade voters. Additionally, relative deprivation makes recipients more susceptible to the mobilising impact of the populist identity frames.