Skip to main content

Advertisement

Table 6 The relationship between the association between patients' expectations and experiences on the one hand and patient satisfaction with complaints handling on the other hand (N = 279)

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

Dependent variable: Satisfaction with complaints committee adjusted R2 = 0.51
Independent variables  
Independent variables in the equation Beta (standardised) (p-value)
- Committee showed an impartial attitude 0.45 (0.000)
- Committee showed sympathy for what the patient had been through 0.13 (0.013)
- Committee gave clear information about the procedures 0.14 (0.006)
- Committee made recommendations to hospital to make changes 0.16 (0.002)
- Committee responded swiftly 0.11 (0.032)
- Gender of patient (male (1), female (2)) 0.14 (0.003)
- Impact of the incident underlying the complaint (0 = no harm to 3 = harm in three areas) - 0.10 (0.037)
Independent variables not in the equation B if put in model (p-value)
- Respectful treatment by committee 0.07 (0.195)
- Committee listened to patient's account of what had happened 0.10 (0.062)
- Committee investigated the incident 0.10 (0.068)
- Committee made a decision on the validity of the complaint -0.02 (0.678)
- Committee explained the rationale for the decision 0.04 (0.480)
- Committee gave the opportunity to provide a personal account of what had happened -0.01 (0.813)
- Level of education (1–5) 0.01 (0.907)
- Age (years) -0.02 (0.686)
Dependent variable: Satisfaction with hospital management adjusted R 2 = 0.31
Independent variables in the equation Beta (standardised) (p-value)
- Hospital discussed the complaint with employees 0.42 (0.000)
- Hospital reported what corrective measures had been taken 0.20 (0.001)
- Impact of the incident underlying the complaint (0 = no harm to 3 = harm in three areas) - 0.16 (0.004)
- Gender of patient (male (1), female (2)) 0.11 (0.045)
Independent variables not in the equation B if put in model (p-value)
- Level of education (1–5) 0.10 (0.087)
- Age (years) 0.01 (0.904)
Dependent variable: Satisfaction with medical professionals adjusted R 2 = 0.33
Independent variables in the equation Beta (standardised) (p-value)
- Professional showed sympathy for what patient went through 0.21 (0.004)
- Professional offered an apology 0.22 (0.002)
- Professional explained how things had happened 0.15 (0.022)
- Professional made efforts to restore the relationship 0.17 (0.010)
- Impact of the incident underlying the complaint (0 = no harm to 3 = harm in three areas) -0.14 (0.013)
Independent variables not in the equation B if put in model (p-value)
- Professional admitted an error if an error was made 0.10 (0.153)
- Gender of patient (male (1), female (2)) 0.61 (0.280)
- Level of education (1–5) -0.00 (0.949)
- Age (years) -0.05 (0.420)