From: Patient expectations of fair complaint handling in hospitals: empirical data
Importance | not important | important | very and most important |
The professional subject to the complaint should: | % | % | % |
- admit a mistake when it has occurred | 2 | 7 | 84 |
- explain how the incident could have happened | 9 | 14 | 65 |
- offer an apology | 24 | 22 | 41 |
- show sympathy for what I went through | 29 | 21 | 38 |
- make an effort to recover our relationship | 53 | 17 | 15 |