NHS Complaints Managers: A Study of the Conflicts and Tensions in their Role

This thesis is an interdisciplinary study of the conflicts and tensions in the role of NHS complaints managers. The thesis sets out to explore the contradictions inherent in the role of complaints managers and the ways complaints managers deal with these contradictions. The interdisciplinary theoretical underpinning of the research is informed by conceptualizations of the complaints manager in the specific socio-legal sense of 'complaints handler'/ third-party dispute handler;' a broader pu...