From: Patient expectations of fair complaint handling in hospitals: empirical data
Importance | not important | important | very- and most important |
---|---|---|---|
Procedures: | % | % | % |
The complaint committee should: | Â | Â | Â |
- recommend the hospital to change things | 1 | 6 | 89 |
- give an adjudication about the complaint's validity | 2 | 13 | 82 |
- give an explaining rationale of the adjudication | 3 | 14 | 79 |
- investigate the incident | 3 | 15 | 78 |
- give clear information about the complaint procedures | 2 | 33 | 59 |
- give me the opportunity to tell what happened personally | 18 | 21 | 53 |
- respond swiftly | 7 | 44 | 44 |