COMPLAINT MANAGEMENT, PERCEIVED JUSTICE AND PATIENTS’ BEHAVIOURAL INTENTIONS IN TERTIARY HEALTHCARE INSTITUTIONS IN SOUTHWESTERN NIGERIA
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Date
2019
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Abstract
The study assessed the complaint management process adopted by Tertiary Healthcare
Institutions; examined the influence of complaint management on patients’ behavioural
intentions and evaluated the effects of perceived justice on patients’ behavioural intentions.
Lastly, it determined the effect of satisfaction with the recovery efforts on patients’ behavioural
intentions. These were with a view to providing information on patients’ perceived justice from
complaint management and the possible effects on patients’ behavioural intentions in Tertiary
Healthcare Institutions in Southwestern Nigeria.
The research design adopted was descriptive and cross-sectional in nature. The study
used both primary and secondary data. The population of the study comprised 10000 registered
patients in selected Tertiary Healthcare Institutions in Southwestern Nigeria. A sample of 400
patients were purposively selected from five Tertiary Healthcare Institutions in Southwestern
Nigeria. Sample selection was based on patients with medical history of regular visit for a period
of not less than one year. Data on complaint management system, perceived justice, patients’
satisfaction, and patients’ behavioural intentions, were obtained through the administration of
questionnaire and interview. Information on complaint management procedure and policies were
sourced from the annual report and publications of Healthcare Institutions. The data were
analyzed through the use of percentages, mean, ordinary test square regression analysis, and
Pearson correlation coefficient technique.