Sikveland2017

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Sikveland2017
BibType ARTICLE
Key Sikveland2017
Author(s) Rein Ove Sikveland, Elizabeth Stokoe
Title Enquiry calls to GP surgeries in the United Kingdom: Expressions of incomplete service and dissatisfaction in closing sequences
Editor(s)
Tag(s) EMCA, CA, Coding, Health, Closings, Institutional interactions, General practice, Service encounters, Receptionists, Satisfaction
Publisher
Year 2017
City
Month
Journal Discourse Studies
Volume 19
Number 4
Pages 441-459
URL Link
DOI 10.1177/1461445617706999
ISBN
Organization
Institution
School
Type
Edition
Series
Howpublished
Book title
Chapter

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Abstract

This article examines patients’ calls to three different GP services in the United Kingdom. Using conversation analysis, combined with coding of 447 calls, we studied the role of thank you in closing sequences, focusing on their timing and order in relation to service outcome. We show first how patients withhold thank you in orientation to an absent summary or specification of service: patients are more likely to initiate thank you if the receptionist volunteers such a summary. Second, we show there is variation in how appropriately participants project the termination of calls using thank you. Finally, while thank you serves a primary role in managing the termination of calls, the timing, order and design of thank you can also display patient (dis)satisfaction. We discuss our findings in terms of service encounters more generally, including implications for larger scale analysis.

Notes