Civil rights as patient experience: How healthcare organizations handle discrimination complaints.
The nondiscrimination clause of the Affordable Care Act, known as Section 1557, formally expanded patients' civil rights in nearly every healthcare setting in the United States in 2010. Regulations required healthcare organizations to name a person to handle grievances and set up an internal grievan...
| Publicado en: | Law & Society Review Vol. 55; no. 2; pp. 273 - 296 |
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| Autores principales: | , |
| Formato: | Artículo |
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Cambridge University Press
Jun2021
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| Acceso en línea: | Ver este registro en EBSCOhost |
| fields | @attributes: recordID: 1 pdfLink: plink: https://search.ebscohost.com/login.aspx?direct=true&db=ssf&AN=150673740&site=ehost-live header: @attributes: shortDbName: ssf uiTerm: 150673740 longDbName: Social Sciences Full Text (H.W. Wilson) uiTag: AN controlInfo: bkinfo: jinfo: jid: 00239216 LSR jtl: Law & Society Review issn: 00239216 maglogo: N pubinfo: dt: Jun2021 vid: 55 iid: 2 pid: 15979 pub: Cambridge University Press artinfo: ui: 150673740 10.1111/lasr.12554 ppf: 273 ppct: 23 formats: fmt: – @attributes: type: T – @attributes: type: P size: 880KB tig: atl: Civil rights as patient experience: How healthcare organizations handle discrimination complaints. aug: au: Kirkland, Anna Hyman, Mikell affil: Department of Women's and Gender Studies, University of Michigan, Ann Arbor Michigan,, USA Institute for Research on Women and Gender, University of Michigan, Ann Arbor Michigan,, USA su: United States Patients' rights Patients' attitudes Consumer complaints Patient Protection & Affordable Care Act Health insurance exchanges Grievance procedures Patient experience sug: subj: Patients' rights Patients' attitudes United States Consumer complaints Patient Protection & Affordable Care Act Health insurance exchanges Grievance procedures Patient experience ab: The nondiscrimination clause of the Affordable Care Act, known as Section 1557, formally expanded patients' civil rights in nearly every healthcare setting in the United States in 2010. Regulations required healthcare organizations to name a person to handle grievances and set up an internal grievance process for resolving them. Drawing on interviews with 58 healthcare grievance handlers, this study examines how healthcare organizations respond to patients' discrimination complaints. We find that organizations incorporated the new right into preexisting complaint and grievance procedures, treating possible patient civil rights violations as patient experience problems. Grievance handlers smooth over problems using customer service strategies. These procedures diminish the efforts of policymakers to expand civil rights protections in healthcare. For civil rights to provoke real organizational change, discrimination complaints would need to be handled by professionals attuned to rights consciousness. pubtype: Academic Journal doctype: Article src: R language: English refInfo: copyright: @attributes: flag: N holdings: @attributes: islocal: N |
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