Irving, Jamie

Krause, Tammy

Melville, Angela L

Stephen, Frank H

English

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

The University of Manchester - Institutional Repository

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

https://pure.manchester.ac.uk/ws/files/33422636/FULL_TEXT.PDF

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

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The University of Manchester - Institutional Repository