The canary in gemeinschaft: Using the public voice of patients to enhance health system performance

Patients as Policy Actors

Volumn , Issue , 2011, Pages 148-176

  Schlesinger, Mark ^a  

^a YALE UNIVERSITY   (United States)

Author keywords

[No Author keywords available]

Indexed keywords

EID: 84873701190     PISSN: None     EISSN: None     Source Type: Book    
DOI: None     Document Type: Chapter

References (56)

1. Shannon Mitchell and Mark Schlesinger, "Managed Care and Gender Disparities in Problematic Healthcare Experiences, " Health Services Research 40, 5 (2005): 1489-1513.
2. Mark Schlesinger, Shannon Mitchell, and Brian Elbel, "Voices Unheard: Barriers to the Expression of Dissatisfaction with Health Plans, " Milbank Quarterly 80, 4 (2002): 709-755.
3. Kaiser Family Foundation/Agency for Healthcare Research and Quality, National Survey on Consumers' Experiences with Patient Safety and Quality Information (Menlo Park, Calif.: Kaiser Family Foundation, November 2004).
4. Kaiser Family Foundation, National Survey on Consumers' Experiences, 19.
5. Kaiser Family Foundation, Consumer Experiences with Health Plans Survey (Menlo Park, Calif.: Kaiser Family Foundation, October 1999).
6. John McDonough, "Using and Misusing Anecdote in Policy Making, " Health Affairs 20, 1 (2001): 207-212.
7. Cathy Schoen, Robin Osborn, Michelle Doty, Meghan Bishop, Jordan Peugh, and Nandita Murukutla, "Toward Higher-Performance Health Care Systems: Adults' Health Care Experiences in Seven Countries, 2007, " Health Affairs 26, 6 (November-December 2007): w717-w734.
8. Kaiser Family Foundation, National Survey on Consumers' Experiences, 20.
9. Marlynn L. May and Daniel B. Stengel, "Who Sues Their Doctors? How Patients Handle Medical Grievances, " Law and Society Review 24, 1 (1990): 105-120.
10. Barron Lerner, When Illness Goes Public: Celebrity Patients and How We Look at Medicine (Baltimore: Johns Hopkins University Press, 2006).
11. Linda Mulcahy and Jonathan Q Tritter, "Pathways, Pyramids, and Icebergs? Mapping Links between Dissatisfaction and Complaints, " Sociology of Health and Illness 20, 6 (1998): 825-847.
12. Ron Paterson, "The Patients' Complaints System in New Zealand, " Health Affairs 21, 3 (2002): 70-79.
13. Roland Friele and Emmy Sluijs, "Patient Expectations of Fair Complaint Handling in Hospitals: Empirical Data, " BMC Health Services Research 6 (2006): 106.
14. Peter Rivard, Stephen Luther, Cindy Christiansen, Shibei Zhao, Susan Loveland, Anne Elixhauser, Patrick Romano, and Amy Rosen, "Using Patient Safety Indicators to Estimate the Impact of Potential Adverse Events on Outcomes, " Medical Care Research and Review 65, 1 (2008): 67-87.
15. Marsha Rosenthal and Mark Schlesinger, "Not Afraid to Blame: The Neglected Role of Blame Attribution in Medical Consumerism and Some Implications for Health Policy, " Milbank Quarterly 80, 1 (2002): 41-95.
16. Mark Schlesinger, "The Dangers of the Market Panacea, " in Healthy, Wealthy, and Fair, ed. James Morone and Lawrence Jacobs (New York: Oxford University Press, 2005), 91-136.
17. Aggie Paulus, "Market Competition: Everybody Is Talking, but What Do They Say? A Sociological Analysis of Market Competition in Policy Networks, " Health Policy 64 (2003): 279-289.
18. Francesco Paolucci, Andre Den Exter, and Wynand Van de Ven, "Solidarity in Competitive Health Insurance Markets: Analysing the Relevant EC Legal Framework, " Health Economics, Policy, and Law 1, 2 (2006): 107-126.
19. Paulus, "Market Competition, " 279-289.
20. Nancy Tomes, "Patients or Health-Care Consumers? Why the History of Contested Terms Matters, " in History and Health Policy in the United States, ed. Rosemary Stevens, Charles Rosenberg, and Lawton Burns (New Brunswick, N.J.: Rutgers University Press, 2006), 83-110.
21. Lucian Leape and Donald Berwick, "Five Years After to Err Is Human: What Have We Learned?" JAMA 293, 19 (2005): 2384-2390.
22. Cathy Schoen, Robin Osborn, Phuong Tranh Huynhm, Michelle Doty, Kinga Zapert, Jordon Peugh, and Karen Davis, "Taking the Pulse of Health Care Systems: Experiences with Health Problems in Six Countries, " Health Affairs 5 (Web exclusive, 2005): w510-w523.
23. Robert Blendon, Cathy Schoen, Catherine Des Roches, Robin Osborn, and Kinga Zapert, "Common Concerns Amid Diverse Systems: Health Care Experiences in Five Countries, " Health Affairs 22, 3 (2003): 106-121.
24. V. Entwistle, J. Andrew, M. Emslie, K. Walker, C. Dorrian, V. Angus, and A. Conniff, "Public Opinion on Systems for Feeding Back Views to the National Health Service, " Quality and Safety in Health Care 12 (2003): 435-442.
25. Erling Segest, "The Ombudsman's Involvement in Ensuring Patients' Rights, " Medicine and Law 16, 3 (1997): 473-486.
26. I. Pahlman, T. Hermanson, A. Hannuniemi, J. Koivisto, P. Hannikainen, and P. Ilveskivi, "Three Years in Force: Has the Finnish Act on the Status and Rights of Patients Materialized?" Medicine and Law 15, 4 (1996): 591-603.
27. Carroll Estes, Donna Zulman, Sheryl Goldberg, and Dawn Ogawa, "State Long-Term Care Ombudsman Programs: Factors Associated with Perceived Effectiveness, " Gerontologist 44, 1 (2004): 104-115.
28. Elma Holder and Barbara Frank, "Advocacy for Residents in Long-Term Care: Lessons and Challenges, " in Patient Advocacy for Health Care Quality, ed. Jo Anne Earp, Elizabeth French, and Melissa Gilkey (Boston: Jones and Bartlett, 2008), 387-418.
29. Clarence J. Sundram, "Implementation and Activities of Protection and Advocacy Programs for Persons with Mental Illness, " Psychiatric Services 46, 7 (1995 July): 702-706.
30. Richard Cauchi, "Making the Best of Managed Care: State Ombudsman, Report Card, and Profile Programs Aim to Aid Those Frustrated by HMOs, " State Legislatures 27, 6 (2001): 22-24.
31. David Evans, Jane Powell, and Tanya Cross, "Patient Advice and Liaison Services: Results of an Audit Survey in England, " Health Expectations 11 (2008): 304-316.
32. Marie Bismark, Troyen Brennan, Ron Paterson, Peter Davis, and David Studdert, "Relationship between Complaints and Quality of Care in New Zealand, " Quality and Safety in Health Care 15 (2006): 17-22.
33. Alicia O'Cathain, Jackie Goode, Donna Luff, Tim Strangleman, Gerard Hanlon, and David Greatbatch, "Does NHS Direct Empower Patients?" Social Science and Medicine 61, 8 (2005): 1761-1771.
34. Estes et al., "State Long-Term Care Ombudsman Programs, " 104-115.
35. Sarah Nettleton and Geoff Harding, "Protesting Patients: A Study of Complaints Submitted to a Family Health Authority, " Sociology of Health and Illness 16 (1994): 38-61.
36. Robert Blendon, Mollyann Brodie, John Benson, Drew Altman, Larry Levitt, Tina Hoff, and Larry Hugick, "Understanding the Managed Care Backlash, " Health Affairs 17, 4 (1998): 80-94.
37. Mark Peterson, ed., "The Managed Care Backlash, " Journal of Health Politics, Policy, and Law 24, 5 (1999): 873-1218.
38. Ellie Lee, Abortion, Motherhood, and Mental Health: Medicalizing Reproduction in the United States and Great Britain (Hawthorne, N.Y.: Aldine de Gruyter, 2003).
39. Paul Dutton, Differential Diagnoses: A Comparative History of Health Care Problems and Solutions in the United States and France (Ithaca, N.Y.: Cornell University Press, 2007).
40. Kevin Lembo, Office of the Healthcare Advocate: 2007 Annual Report (Hartford, Conn., Office of the Healthcare Advocate, 2007).
41. Kelly Shaver, The Attribution of Blame: Causality, Responsibility, and Blameworthiness (New York: Springer-Verlag, 1985).
42. Dan Farrell, "Exit, Voice, Loyalty, and Neglect as Responses to Job Dissatisfaction: A Multidimensional Scaling Study, " Academy of Management Journal 26 (1983): 596-607.
43. Karen Boroff and David Lewin, "Loyalty, Voice, and Intent to Exit a Union Firm: A Conceptual and Empirical Analysis, " Industrial and Labor Relations Review 51, 1 (1997): 50-62.
44. Brian Elbel and Mark Schlesinger, "A Neglected Aspect of Medical Consumerism: Responsive Consumers in Markets for Health Plans, " Milbank Quarterly 87, 3 (2009): 633-682.
45. Mark Schlesinger, Benjamin Druss, and Tracey Thomas, "No Exit? The Effect of Health Status on Dissatisfaction and Disenrollment from Health Plans, " Health Services Research 34, 2 (1999): 547-576.
46. Jacob Hacker, "Privatizing Risk without Privatizing the Welfare State: The Hidden Politics of Social Policy Retrenchment in the United States, " American Political Science Review 98, 2 (2004): 243-260.
47. Christopher Howard, "The Hidden Side of the American Welfare State, " Political Science Quarterly 108, 3 (1993): 403-435.
48. Carole Gresenz, David Studdert, Nancy Campbell, and Deborah Hensler, "Patients in Conflict with Managed Care: A Profile of Appeals in Two HMOs, " Health Affairs 21, 4 (2002): 189-206.
49. http://www.ct.gov/oha.
50. Jane Kolodinsky, "A System for Estimating Complaints, Complaint Resolution, and Subsequent Purchases of Professional and Personal Services, " Journal of Consumer Satisfaction, Dissatisfaction, and Complaining Behavior 5 (1992): 36-44.
51. Jagdip Singh, "Determinants of Consumers' Decisions to Seek Third-Party Redress, " Journal of Consumer Affairs, 23, 2 (1989): 329-364.
52. John McDonough, "Using and Misusing Anecdote in Policy Making, " Health Affairs 20, 1 (2001): 207-212.
53. Mark Schlesinger, "Reprivatizing the Public Household? Medical Care in the Context of American Public Values, " Journal of Health Politics, Policy, and Law 29, 4-5 (2004): 969-1004.
54. Nancy Davenport-Ennis, "Access to Healthcare: Using Data from a Nonprofit Advocacy Practice to Drive Policy Change, " in Patient Advocacy for Health Care Quality, ed. Jo Anne Earp, Elizabeth French, and Melissa Gilkey (Boston: Jones and Bartlett, 2008), 419-444.
55. Emma Knowles, James Munro, Alicia O'Cathain, and Jon Nicholl, "Equity of Access to Health Care: Evidence from NHS Direct in the UK, " Journal of Telemedicine and Telecare 12 (2006): 262-265.
56. Jane Garbut, Diana Bose, Beth McCawley, Tom Burroughs, and Gerold Medoff, "Soliciting Patient Complaints to Improve Performance, " Joint Commission Journal on Quality and Safety 29, 3 (2003): 103.