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Doron I, Gal I, Shavit M, et al. Unheard voices: complaint patterns of older persons in the health care system. Eur J Ageing. 2011;8(1):63-71doi: 10.1007/s10433-011-0177-5.
Doron, I., Gal, I., Shavit, M., & Weisberg-Yosub, P. (2011). Unheard voices: complaint patterns of older persons in the health care system. European journal of ageing, 8(1), 63-71. https://doi.org/10.1007/s10433-011-0177-5
Doron, Israel, et al. "Unheard voices: complaint patterns of older persons in the health care system." European journal of ageing vol. 8,1 (2011): 63-71. doi: https://doi.org/10.1007/s10433-011-0177-5
Doron I, Gal I, Shavit M, Weisberg-Yosub P. Unheard voices: complaint patterns of older persons in the health care system. Eur J Ageing. 2011 Feb 15;8(1):63-71. doi: 10.1007/s10433-011-0177-5. eCollection 2011 Mar. PMID: 28798641; PMCID: PMC5547308.
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Eur J Ageing. 2011 Feb 15;8(1):63-71. doi: 10.1007/s10433-011-0177-5. eCollection 2011 Mar.

Unheard voices: complaint patterns of older persons in the health care system.

European journal of ageing

Israel Doron, Iddo Gal, Maya Shavit, Pnina Weisberg-Yosub

Affiliations

  1. Haifa University, Haifa, Israel.

PMID: 28798641 PMCID: PMC5547308 DOI: 10.1007/s10433-011-0177-5

Abstract

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. Primary data were collected from the responses of subjects who participated in two national phone surveys, conducted in Israel over a period of 2 years. The final sample included 372 participants aged 65 and older, and 796 younger persons, who believed they had reasons to complain about their HMO. Of the 372 participants with cause to complain, only 23% had actually complained. Subjects who were 75-years-old and above, with below-average income, had 2.5 times higher probability for not complaining than people under 65. No statistically significant differences were found between the older participants and younger participants regarding the reasons for complaints or the procedures for making them. Recommendations are made for the recognition of older persons as a unique group within the health care system and for developing organizational mechanisms for capturing their unheard voices by HMOs.

Keywords: Elder rights; Health care quality; Patient satisfaction; Service complaints

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