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Table 1 Patient expectations of procedures and outcome of the complaint committee, expressed in percentage of patients (N = 424).

From: Patient expectations of fair complaint handling in hospitals: empirical data

Importance

not important

important

very- and most important

Procedures:

%

%

%

The complaint committee should:

   

- 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

  1. *) missing values vary from 3% to 9% per item