ACTIONS TO RESOLVE COMPLAINTS AND GRIEVANCES TO FACILITATE FAIRNESS

Abstract

     The purpose of this action research was to study the development of a model for resolving
complaints and grievances to facilitate fairness. The sample included the hospital director, deputy director ofthe hospital, department head, complainants, and 40 legal experts, totaling 40 people. The research employed a process of planning, practice, observation, and reflection over three cycles. Data were collected between April 2023 and May 2023. The data were analyzed by collecting, categorizing, and analyzing content. The results indicated that the form of action to resolve complaints and facilitate justice included the following elements: 1) Complaint Acceptance Committee, 2) Complaint channels, 3) Knowledge about complaints, 4) Complaint standards, and 5) Assessment of complaints. These elements were found to be important for enhancing the potential of the grievance team.