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Article
Unheard voices: complaint patterns of older persons in the health care system
European Journal on Ageing (2011)
  • Iddo Gal, Dr.
  • Israel Doron, Dr.
  • Maya Savit
  • Pnina Yusov
Abstract
Objectives. To examine the patterns and prevalence of complaints about health services among older clients of Health Maintenance Organizations (HMOs), explore demographic correlates, and compare results with the patterns in the younger population. Methods. Primary data were collected from the responses of subjects who participated in two national phone surveys, conducted in Israel over a period of two years. The final sample included 372 participants aged 65 and older, who believed they had reasons to complain about their HMO. Results. Of the 372 participants with cause to complain, only 23% (N = 87) had actually complained (compared to 33% in the younger population) and only 35.7% knew how to file a complaint (compared to 42% in the younger population). Subjects who were 75 years old and above, with below average income, had 3.9 times higher probability for not complaining than people under 65. No statistically significant differences were found between the older participants and the younger population regarding the reasons for complaints or the procedures for making them. Discussion. Recommendations are made for the recognition of the older population as a unique group within the health care system and for developing organizational mechanisms for capturing their unheard voices by HMOs.
Keywords
  • Healthcare quality; Older customer complaints; Patient rights; Ombudsmen; Patient satisfaction; Complaints,
  • Health services complaints.
Publication Date
2011
Citation Information
Iddo Gal, Israel Doron, Maya Savit and Pnina Yusov. "Unheard voices: complaint patterns of older persons in the health care system" European Journal on Ageing Vol. 8 Iss. 1 (2011)
Available at: http://works.bepress.com/israel_doron/53/