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Table 2 Comparison between patients' initial expectations and patients' final experiences of the complaints committee, expressed as percentages of patients (N = 279)

From: Complaints handling in hospitals: an empirical study of discrepancies between patients' expectations and their experiences

Procedural conduct Expectations very/most important % Experiences % of patients who considered the item very/most important and reported that their expectations were not met
- recommendations to the hospital to make changes 94 53
- decision on the validity of the complaint 83 16
- rationale for the decision 82 42
- investigation into the incident 80 35
- clear information about the complaints procedures 61 31
- opportunity to give a personal account of what happened 57 30
- swift response 45 43
Interpersonal conduct   
- impartial attitude and position 92 36
- respectful treatment 84 21
- patient's account of what had happened was listened to 75 23
- understanding shown for the patient's experiences 74 37
- sympathy shown for what the patient had been through 47 49