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Table 4 Patient expectations of the conduct of the medical professional subject to the complaint and of the outcome, 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 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
  1. *) missing values vary from 8% to 15% per item