“He did everything he possibly could for me…” Medical malpractice claimants’ experiences of legal services

Angela L Melville, Frank H Stephen, Jamie Irving, Tammy Krause

Research output: Working paper

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Abstract

Previous research shows that legal clients are very satisfied with the services provided by their lawyer. Yet, research also demonstrates that lawyers often act in their own interests rather than their client‟s, and that there is deep public scepticism concerning the legal profession. In-depth interviews with medical malpractice claimants and legal file analysis are used to unravel these paradoxes. We investigate how claimants experience their lawyer‟s efforts, and examine which aspects of legal services drive client satisfaction and dissatisfaction. We find that lawyers are highly successful at deflecting client dissatisfaction onto other actors in the system, and this success also explains the apparent paradoxes in the lawyer-client literature.
Original languageEnglish
Place of PublicationManchester
Number of pages63
Publication statusPublished - Jan 2012

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