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Please use this identifier to cite or link to this item: https://dspace.lboro.ac.uk/2134/23519

Title: Enquiry calls to GP surgeries in the UK: expressions of incomplete service and dissatisfaction in closing sequences
Authors: Sikveland, Rein O.
Stokoe, Elizabeth
Issue Date: 2017
Publisher: Sage / © The Authors
Citation: SIKVELAND, R.O. and STOKOE, E., 2017. Enquiry calls to GP surgeries in the UK: Expressions of incomplete service and dissatisfaction in closing sequences. Discourse Studies, 19 (4), pp. 441-459.
Abstract: This paper 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, focussing on their timing and order in relation to service outcome. We show, first of all, 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. Secondly, we show there is variation in how appropriately participants project the termination of calls using thank you. And, 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.
Description: This paper was accepted for publication in the journal Discourse Studies and the definitive published version is available at http://doi.org/10.1177/1461445617706999
Sponsor: The research was co-funded by Loughborough University (Higher Education Innovation Fund).
Version: Accepted for publication
DOI: 10.1177/1461445617706999
URI: https://dspace.lboro.ac.uk/2134/23519
Publisher Link: http://doi.org/10.1177/1461445617706999
ISSN: 1461-4456
Appears in Collections:Published Articles (Sport, Exercise and Health Sciences)

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