How do rural consumers contribute to quality assurance of health services?
OBJECTIVE
To investigate the reasons for complaint or non-complaint by rural consumers of health services.


METHODS
Qualitative study using focus group discussion of hypothetical scenarios.


METHODS
Selected rural communities in the Loddon-Mallee region of north-western Victoria.


METHODS
Sixty volunteer participants in eight focus groups recruited through advertising.


METHODS
Issues and themes concerning circumstances leading to, and factors inhibiting, complaints about a health service and awareness of complaints mechanisms.


RESULTS
Compared with residents of larger towns, those of small communities were more likely to report they would complain to the local provider, whereas those in larger towns were more likely to mention Hospital Boards or the Commissioner. Deterrents to making complaints included the lack of services, scepticism about the role of complaints in bringing about change and an attitude that it was more appropriate to try to fix the problem than complain about it. Lack of awareness of appropriate complaint mechanisms which feed into quality assurance processes was also identified.


CONCLUSIONS
Previously documented lower complaint rates from rural consumers can not be taken to mean greater satisfaction with health services.
Humphreys
John S
JS
School of Rural Health, Monash University, PO Box 666, Bendigo, VIC. john.humphreys@med.monash.edu.au
Meehan-Andrews
Terri A
TA
Jones
Judith A
JA
Griffin
Lynn D
LD
Wilson
Bethia A
BA
Smith
Karly B
KB
D005260:Female; D017144:Focus Groups; D006296:Health Services / Q000592:standards*; D006801:Humans; D008297:Male; D008875:Middle Aged; D011785:Quality Assurance, Health Care / Q000379:methods*; D012424:Rural Population; D014739:Victoria