A Pragmatic Analysis of Verbal Complaints in Recorded Conversations from the Saudi Ministry of Health Call Centre (937)

Abstract

This study investigates Saudi patients’ verbal complaints using recorded conversations in the General Directorate of Contact Centres (937), a medical institution run by the Saudi Ministry of Health (MOH). More preciously, it investigates the recurrent verbal complaint strategies and modifications that Saudi patients use when complaining. The data comprise 80 naturally occurring interactions via phone calls made by Saudi patients (40 males and 40 females) to complain about various medical and non-medical issues between October 2021 and February 2022. The data was transcribed verbatim by the principal researcher, imported into MAXQDA for qualitative analysis of codes categorizations, and then into SPSS for statistical analysis. The findings reveal that Saudi patients avoid open-face threatening acts and use less direct complaint strategies. They also care about the positive and negative face needs of the addressee by establishing rapport and maintaining social harmony, politeness, and autonomy using interpersonal strategies with mitigating devices. Despite their complaint, they demonstrate a strong tendency to use downgraders than upgraders. These findings reveal some practical implications that could support the quality team of the Complaint Unit (CU) in providing their employees with effective communication training and premeditated responses that align with patients’ complaint strategies.