Clare Xanthos's Books

NHS Complaints Managers

A Study of the Conflicts and Tensions in Their Role

By: Clare Xanthos

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NHS Complaints Managers

A Study of the Conflicts and Tensions in Their Role

By: Clare Xanthos

This thesis is an interdisciplinary study of the conflicts and tensions in the role of NHS complaints managers. The thesis sets out to explore the contradictions inherent in the role of complaints managers and the ways complaints managers deal with these contradictions. The interdisciplinary theoretical underpinning of the research is informed by conceptualizations of the complaints manager in the specific socio-legal sense of 'complaints handler'/ third-party dispute handler;' a broader public administration framework, of 'administrator'/ bureaucrat, and finally a wide-ranging sociological/ social psychological framework, as 'social actor'. Thus the thesis draws on an eclectic range of literature from socio-legal studies, public administration, sociology, and social psychology. It also draws on non-theoretical social policy literature in relation to the policy context of the thesis. In relation to methodology, the research uses a qualitative approach. It is based on in depth telephone interviews recorded with thirty NHS complaints managers, which were transcribed verbatim and are the focus of systematic analysis. The complaints managers' interviews are supplemented with documentary analysis of job descriptions and person specifications of NHS complaints managers and email interviews with 'NHS complaints experts' (who are not complaint managers) who have a specialist knowledge of the complaints manager role. Three key areas emerged as the principal findings of the research: *The complaints manager's role encompasses inherent contradictions, regardless of the personal style or individual approach of the complaints manager; *Complaints managers exhibited opposing stances (that is very different responses/ reactions) to the inherent contradictions in their role in relation to 'organization orientation' versus 'complainant orientation'; *There were different types of complaints managers. Accordingly, a typology of complaints managers was generated with specific reference to their responses and reactions to the inherent contradictions in their role, in terms of complainant orientation versus organization orientation. In conclusion, the thesis argues that there are without doubt fundamental contradictions in the role of NHS complaints managers in terms of reconciling complainants' rights with organizational requirements. However, ultimately, individual complaints managers respond and react very differently to the inherent contradictions in their role.

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Page Count

278

Publisher

Universal-Publishers

Published Date

ISBN 10

1581122683

ISBN 13

9781581122688

Social Determinants of Health Among African-American Men

By: Henrie M. Treadwell,Clare Xanthos,Kisha B. Holden

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Social Determinants of Health Among African-American Men

By: Henrie M. Treadwell,Clare Xanthos,Kisha B. Holden

This groundbreaking book applies the concept of social determinants of health to the health of African- American men. While there have been significant efforts in recent years to eliminate health disparities, serious disparities continue to exist especially with regard to African–American men who continue to suffer disproportionately from poor health when compared to other racial, ethnic, and gender groups in the United States. This book covers the most important issues relating to social determinants of health and also offers viable strategies for reducing health disparities.

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Page Count

275

Publisher

John Wiley & Sons

Published Date

ISBN 10

1118235185

ISBN 13

9781118235188

Chain of Iron

By: Cassandra Clare

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Chain of Iron

By: Cassandra Clare

Cordelia Carstairs' romantic dreams must be put on hold when a serial killer begins targeting the Shadowhunters of London, sending the Merry Thieves on the trail of a knife-wielding killer.

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Page Count

688

Publisher

Simon and Schuster

Published Date

ISBN 10

1481431919

ISBN 13

9781481431910

Chain of Gold

By: Cassandra Clare

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Chain of Gold

By: Cassandra Clare

A brand-new series in the Shadowhunter world."--Cover.

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Page Count

624

Publisher

Simon and Schuster

Published Date

ISBN 10

1481431889

ISBN 13

9781481431880

Chain of Thorns

By: Cassandra Clare

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Chain of Thorns

By: Cassandra Clare

Love, duty, and danger collide in Edwardian London, as the Shadowhunters face the greatest threat they have ever known.

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Page Count

800

Publisher

Simon and Schuster

Published Date

ISBN 10

1481431943

ISBN 13

9781481431941

Clockwork Princess

By: Cassandra Clare

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Clockwork Princess

By: Cassandra Clare

When seventeen-year-old orphaned shapechanger Tessa Gray is kidnapped by the villainous Mortmain in his final bid for power, the London Institute rallies to save her, but is beset by danger and betrayal at every turn.

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Page Count

656

Publisher

Simon and Schuster

Published Date

ISBN 10

1481456032

ISBN 13

9781481456036

Clockwork Angel

By: Cassandra Clare

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Clockwork Angel

By: Cassandra Clare

The #1 New York Times and USA TODAY bestseller is now available at an incredible low price for a limited time only! Discover the “compulsively readable” (Booklist) first book in the Infernal Devices trilogy, prequel to the internationally bestselling Mortal Instruments series! Clockwork Angel is a Shadowhunters novel. When Tessa Gray crosses the ocean to find her brother, her destination is England, the time is the reign of Queen Victoria, and something terrifying is waiting for her in London’s Downworld, where vampires, warlocks, and other supernatural folk stalk the gaslit streets. Only the Shadowhunters, warriors dedicated to ridding the world of demons, keep order amidst the chaos. Kidnapped by a secret organization called The Pandemonium Club, Tessa learns that she herself is a Downworlder with a rare ability: the power to transform into another person. What’s more, the Magister, the shadowy figure who runs the Club, will stop at nothing to claim Tessa’s power for his own. Friendless and hunted, Tessa takes refuge with the Shadowhunters of the London Institute, who swear to find her brother if she will use her power to help them. She soon finds herself fascinated by—and torn between—two best friends: James, whose fragile beauty hides a deadly secret, and Will, whose caustic wit and volatile moods keep everyone in his life at arm’s length…everyone, that is, but Tessa. As their search draws them deep into the heart of an arcane plot that threatens to destroy the Shadowhunters, Tessa realizes that she may need to choose between saving her brother and helping her new friends save the world…and that love may be the most dangerous magic of all.

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Page Count

544

Publisher

Margaret K. McElderry Books

Published Date

ISBN 10

1534465960

ISBN 13

9781534465961

Clockwork Prince

By: Cassandra Clare

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Clockwork Prince

By: Cassandra Clare

As the Council attempts to strip Charlotte of her power, sixteen-year-old orphaned shape changer Tessa Gray works with the London Shadow hunters to find the Magister and destroy his clockwork army, learning the secret of her own identity while investigating his past.

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Page Count

528

Publisher

Simon and Schuster

Published Date

ISBN 10

1416975896

ISBN 13

9781416975892

The Infernal Devices

Clockwork Angel; Clockwork Prince; Clockwork Princess

By: Cassandra Clare

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The Infernal Devices

Clockwork Angel; Clockwork Prince; Clockwork Princess

By: Cassandra Clare

All three books in the #1 New York Times bestselling Infernal Devices trilogy are now together in one boxed set! Step back in time with the Shadowhunters with this eBook collection of the New York Times bestselling Infernal Devices trilogy. Passion. Power. Secrets. Enchantment. The Shadowhunters of the Victorian Age delve into all of these—in addition to darkness and danger—in the Infernal Devices trilogy, packaged in an eBook collection that includes Clockwork Angel, Clockwork Prince, and Clockwork Princess.

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Page Count

1485

Publisher

Simon and Schuster

Published Date

ISBN 10

1442483989

ISBN 13

9781442483989

Social Determinants of Health Among African-American Men

By: Henrie M. Treadwell,Clare Xanthos,Kisha B. Holden

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Social Determinants of Health Among African-American Men

By: Henrie M. Treadwell,Clare Xanthos,Kisha B. Holden

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Solve jigsaw puzzle

Age

Page Count

275

Publisher

John Wiley & Sons

Published Date

ISBN 10

1118235185

ISBN 13

9781118235188

NHS Complaints Managers

A Study of the Conflicts and Tensions in Their Role

By: Clare Xanthos

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NHS Complaints Managers

A Study of the Conflicts and Tensions in Their Role

By: Clare Xanthos

Average ratings

N/A

Write a review

Solve jigsaw puzzle

Age

Page Count

278

Publisher

Universal-Publishers

Published Date

ISBN 10

1581122683

ISBN 13

9781581122688

Book's by Clare Xanthos

NHS Complaints Managers

NHS Complaints Managers

Social Determinants of Health Among African-American Men

Social Determinants of Health Among African-American Men

Chain of Iron

Chain of Iron

Chain of Gold

Chain of Gold

Chain of Thorns

Chain of Thorns

Clockwork Princess

Clockwork Princess

Clockwork Angel

Clockwork Angel

Clockwork Prince

Clockwork Prince

The Infernal Devices

The Infernal Devices

Social Determinants of Health Among African-American Men

Social Determinants of Health Among African-American Men

NHS Complaints Managers

NHS Complaints Managers

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