The review of initial complainant conduct: A tool to assist in the early identification of unusually persistent complainants

Research output: Contribution to journalArticlepeer-review

Abstract / Description of output

Background/Aims: Previous research has identified a set of early warning signs of complainants most likely to become unusually persistent. Further research was recommended to devise a tool to assist in the early recognition of such complainants. This study aimed to devise and validate a tool to assist in the early identification of complainants who are most likely to become unusually persistent.
Methods: A 10-item tool (the review of initial complainant conduct) was developed using previously-identified warning signs. The tool was validated using retrospective data from a group of complainants taken from the Scottish Public Services Ombudsman.
Results: A revised eight-item review of initial complainant conduct tool provided optimum sensitivity and specificity. Complainants who scored two or more out of eight on the tool were five times more likely to become unusually persistent.
Conclusions: The review of initial complainant conduct is a valid, reliable tool for the early identification of complainants who are most likely to become unusually persistent. Its use would potentially allow appropriate management strategies to improve outcomes for complainants and for service improvements to be implemented.
Original languageEnglish
JournalBritish Journal of Healthcare Management
Volume28
Issue number6
Early online date10 Jun 2022
DOIs
Publication statusPublished - 13 Jun 2022

Keywords / Materials (for Non-textual outputs)

  • early identification
  • screening tool
  • unusually persistent complainants
  • warning signs

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