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.     

Cuba's Medical Internationalism: Development and Rationale

Since 1960, Cuba has been involved in providing medical support to the developing world, and at present has some 40,000 personnel in 74 countries – more than all of the G-8 countries combined. This article traces the evolution from its first (1960) mission to the current stage. The article also analyses various explanations for this extraordinary mixture of diplomacy and humanitarianism.     

FAMILY,ACQUAINTANCE, AND STRANGER HOMICIDE: ALTERNATIVE PROCEDURES FOR RATE CALCULATIONS*

This paper describes the extent of missing data within the Supplementary Homicide Report (SHR), collected as part of the Uniform Crime Reporting Program of the FBI. The yearly SHR provides coded information on the victim, the offender, and the circumstances of all reported homicides in the United States. Thus, the data allow the computation of specific kinds of homicide rates, such as those involving family members, acquaintances, and strangers. However, missing data within reported events, primarily on offender characteristics and thus the victim/offender relationship, present a serious obstacle to the accurate calculation of such rates. The authors propose computational procedures designed to compensate for missing data and empirically evaluate the impact of these procedures on comparative analyses of homicide rates for cities, metropolitan areas, and states.     

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.     

UNRAVELING THE CONTEXTUAL EFFECTS ON STUDENT SUSPENSION AND JUVENILE ARREST: THE INDEPENDENT AND INTERDEPENDENT INFLUENCES OF SCHOOL,NEIGHBORHOOD, AND FAMILY SOCIAL CONTROLS*

Scholars of human development argue that a variety of social contexts affect youth development and that the interdependency of these contexts bears on the shape of human lives. However, few studies of contextual effects have attempted to model the effects of school, neighborhood, and family context at the same time, or to explore the relative and interdependent impact of these contexts on youth outcomes. This study provides an examination of the independent and interdependent influences of school, neighborhood, and familial contexts through an analysis of student suspension and juvenile arrest. Findings reveal that school‐based and family‐based informal social controls additively combine to reduce the likelihood of suspension and arrest. Moreover, for suspension, results support the hypothesis that an interdependent compensatory relation is present between the extent of collective efficacy in schools and in the surrounding neighborhood; school collective efficacy has a controlling influence on the likelihood of suspension that becomes even stronger in the absence of neighborhood collective efficacy. However, for arrest, an accentuating effect of school‐based social controls exists rather than a compensatory effect. A lack of neighborhood collective efficacy and a lack of school‐based social controls combine to exert a substantial increase in the likelihood of arrest.     

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.