[Clinical reasoning supportive to a medical service provider as a tool for complaint management: a case study for pragmatic reasoning]. / Beschwerdebearbeitung in einem medizinischen Dienstleistungsunternehmen als Clinical Reasoning Prozess: Reflexion eines Fallbeispiels an Hand des pragmatischen Reasoning.

The process of "clinical reasoning" is exemplified as supportive to the complaint management of the Statutory Medical Health Advisory Board in Lower Saxony, Germany, within the operational division for long-term care insurance. A model case from real life illustrates in detail the hypothetical-deductive approach by Beusheusen and Klemme/Siegmann. Because of the potential area of conflicts between human concern in the case of a long-term care burden and legal requirements, the process was analysed in terms of a pragmatic reasoning. Human resources of the claimant and persons in charge at customer's service were demonstrated as well as political, statutory and institutional determining factors. Concluding self-perception validates the process in the context of evidence-based practice.