Complaints on health services: A survey of persons with disabilities

Iddo Gal, Pnina Weisberg-Yosub, Maya Shavit, Israel Doron

Research output: Contribution to journalArticlepeer-review


This study examined the extent to which people with disabilities express their voices and present complaints about the quality of health services, and how their complaints are submitted, compared to nondisabled persons. Data were collected via two national surveys from 243 people with disabilities and 956 nondisabled respondents in Israel who perceived themselves to be aggrieved by their health providers. People with disabilities complained only slightly more often than nondisabled persons, and the majority of complaints were submitted locally and informally by both groups. Since people with disabilities use health services more frequently than nondisabled persons, the fact that a majority of customers with disabilities remains silent causes the health system to lose important information regarding areas for redress or for service recovery. The results have implications for needed actions by health providers and outreach efforts by advocacy groups as well as for further policy and research directions that can improve the quality of health services to people with disabilities.

Original languageEnglish
Pages (from-to)181-188
Number of pages8
JournalJournal of Disability Policy Studies
Issue number3
StatePublished - Dec 2010


  • disability rights
  • health care service quality
  • health ombudsmen
  • patient satisfaction
  • persons with disabilities
  • service complaints

ASJC Scopus subject areas

  • Health(social science)
  • Law


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