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Table 2 Patient expectations of interpersonal conduct 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
The complaint committee should: % % %
- take an impartial attitude and position 1 8 87
- treat me respectfully 2 12 82
- show understanding for my experiences 6 18 73
- listen to my own story of what happened 6 15 71
- show sympathy for what I went through 23 25 47
  1. *) missing values vary from 3% to 7% per item