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Table 3 Patient expectations of the conduct of the hospital board and the outcome in response to the complaint, 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 hospital board should: % % %
- make the complaint to be discussed with the employees or department involved 2 12 80
- let me know that corrective measures have been taken 5 11 79
- let me know which corrective measures were taken 12 14 68
- take punitive measures when mistakes were made 34 17 39
  1. *) missing values vary from 5% to 10% per item