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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