Table 4 Comparison between patients' initial expectations and patients' final experiences of the responses of the hospital management and the medical professional expressed as percentages of patients (N = 279)
Hospital management | Expectations very and most important % | Experiences % of patients who considered the item very/most important reporting that their expectations were not met |
|---|---|---|
- ensure the complaint is discussed with the employees or department involved | 86 | 61 |
- inform me that corrective measures have been taken | 84 | 77 |
- inform me which corrective measures have been taken | 73 | 88 |
Medical professional(s) | ||
- admit an error if an error was made | 89 | 79 |
- explain how the incident could have happened | 75 | 79 |
- offer an apology | 45 | 81 |
- show sympathy for what I went through | 44 | 80 |
- make an effort to restore our relationship | 19 | 88 |